Be the one building AI-powered experiences where they matter most.

 

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

 

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Location Requirement: This role must be based in the Eastern Time Zone

Role Overview:
Shape the direction and execution of Genesys' AI-powered virtual agent platform, helping enterprises deliver more effective self-service experiences through AI, Generative AI, and large language models. This Principal Product Manager will own critical platform priorities, keep the roadmap and delivery cadence closely aligned with strategic partner teams, and lead enablement that helps internal teams successfully adopt and scale platform capabilities.

In the near term, you will establish clear product ownership across roadmap alignment, dependencies, documentation, readiness, and enablement, reducing coordination friction and helping teams move at the pace required by the business. You will operate independently across engineering, design, enablement, and partner stakeholders, making informed product decisions while balancing immediate delivery needs with longer-term platform opportunities.

As the platform evolves, your scope will expand into broader digital product priorities, giving you the opportunity to shape strategy beyond today's mandate and build context ahead of that transition. At Genesys, we bring teams together around customer needs, combining empathy with AI innovation to help organizations create more connected and effective customer experiences.

Key Responsibilities:

• Own the end-to-end product roadmap for the AI-powered virtual agent platform, translating customer, business, and technical priorities into clear decisions from prioritization through launch

• Drive alignment with closely partnered teams on roadmap sequencing, dependencies, delivery timing, and shared outcomes to maintain execution velocity

• Lead platform enablement across internal adoption, product documentation, stakeholder readiness, and cross-team coordination to accelerate effective use of new capabilities

• Partner with engineering and design to deliver scalable, high-quality AI-driven experiences that improve self-service and customer outcomes

• Translate customer, stakeholder, usage, and market insights into product priorities that strengthen platform adoption, performance, and long-term value

• Identify and advance opportunities to apply AI, Generative AI, and LLM capabilities to conversational AI, virtual agents, and self-service automation

• Influence product direction by monitoring developments in conversational AI, virtual agents, automation, and emerging AI capabilities and translating relevant advances into platform opportunities

• Shape the platform's expansion into broader digital priorities, building the strategy, stakeholder alignment, and product context needed as the scope evolves

Required Qualifications:

• 6+ years of product management experience, including meaningful experience with AI, SaaS, customer experience, conversational AI, or related technology platforms

• Proven track record of owning complex product capabilities end to end, from product strategy and prioritization through development, launch, and adoption

• Demonstrated ability to operate independently at both strategic and tactical levels while managing dependencies across multiple teams

• Strong cross-functional leadership and collaboration skills across engineering, design, customer success, enablement, and other product stakeholders

• Solid understanding of AI, Generative AI, and LLM applications within conversational AI, virtual agents, automation, or digital self-service

• Strong product judgment with the ability to balance near-term execution, customer needs, technical constraints, and longer-term strategic shifts

• Excellent communication skills with the ability to articulate product strategy, priorities, tradeoffs, and technical concepts to technical and non-technical stakeholders

• Demonstrated ability to use customer feedback, product data, and market insights to guide prioritization and product decisions

Preferred Qualifications:

• Experience leading platform enablement, internal adoption, documentation, or cross-functional readiness for complex technology products

• Experience managing roadmaps with significant dependencies across product or engineering organizations

• Strong knowledge of virtual agent platforms, conversational AI, customer experience technology, or digital self-service ecosystems

• Experience shaping product strategy in an evolving environment where ownership and scope expand as business priorities change

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$158,800.00 - $279,200.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

 

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.