Genesys
Director, Product Management
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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.
Genesys is seeking a strategic and execution-oriented Director of Outbound Engagement to lead the evolution of our outbound engagement capabilities across voice and digital channels. This leader will drive the transformation of traditional outbound communications into intelligent, AI-driven engagement experiences powered by agentic virtual agents, orchestration, and omni-channel customer journeys. The role is responsible for defining and executing the product strategy that expands Genesys outbound solutions beyond traditional contact center use cases into broader sales, marketing, customer engagement, collections, retention, and proactive service workflows.
This position requires a strong blend of product strategy, AI and automation vision, platform thinking, commercial awareness, and operational execution. The ideal candidate understands how AI agents, orchestration, compliance, campaign management, and customer engagement technologies converge to create scalable enterprise value.
Key Responsibilities:
Strategic Product Leadership
- Define and drive the multi-year strategy for Genesys outbound engagement platforms across voice, SMS, email, messaging, and emerging digital channels.
- Lead the evolution of outbound solutions to incorporate AI-powered and agentic virtual agents capable of proactive customer engagement and workflow automation.
- Expand outbound platform capabilities into new business domains including sales engagement, marketing outreach, customer retention, collections, and proactive customer care.
- Identify new emerging outbound channels, customer pain points, and competitive gaps to shape platform investments and roadmap priorities.
- Partner with executive leadership to align Genesys outbound strategy with broader company AI, cloud, and customer experience initiatives.
AI & Automation Innovation
- Drive adoption of agentic AI capabilities including intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation.
- Evaluate where AI delivers measurable customer and business value versus where deterministic automation or workflow orchestration is more appropriate.
- Establish scalable approaches for integrating large language models, orchestration frameworks, knowledge systems, and enterprise data into outbound workflows.
- Define governance approaches for AI-driven outbound engagement including compliance, trust, explainability, observability, cost management, and operational controls.
Platform & Product Execution
- Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialling, digital engagement, orchestration, and AI-powered engagement capabilities.
- Partner closely with Engineering, Architecture, Data Science, UX, Operations, and GTM teams to deliver scalable platform capabilities.
- Drive platform modernization initiatives focused on scalability, cloud-native architecture, compliance automation, and operational efficiency.
- Prioritize reusable platform services and shared capabilities to reduce duplication and accelerate innovation.
- Balance customer requests, market demands, platform sustainability, and operational economics in roadmap prioritization.
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Market Expansion & Commercial Growth
- Develop strategies to grow and modernize the existing outbound business while expanding into adjacent engagement and revenue-generating use cases.
- Collaborate with Sales, Customer Success, and Marketing teams to support customer adoption and market positioning.
- Engage directly with strategic customers, partners, analysts, and internal stakeholders to validate direction and influence roadmap priorities.
- Support business case development, investment prioritization, and strategic planning activities.
Required Qualifications:
- 10+ years of product management, platform strategy, or product leadership experience in enterprise software, cloud platforms, contact center, customer engagement, marketing technology, or communications platforms.
- Experience leading large-scale outbound engagement, communications, campaign management, or customer interaction platforms.
- Strong understanding of AI, automation, conversational AI, virtual agents, and orchestration technologies.
- Experience delivering enterprise SaaS or cloud-native platform capabilities.
- Demonstrated ability to define strategy and execute across complex cross-functional organizations.
- Strong commercial and business acumen with experience driving growth-oriented platform initiatives.
- Experience working with executive stakeholders and enterprise customers.
Preferred Qualifications:
- Experience with CCaaS, CPaaS, outbound dialing, campaign management, sales engagement, or marketing automation platforms.
- Understanding of AI operational governance including model cost management, trust and safety, observability, compliance, and human-in-the-loop controls.
- Familiarity with omni-channel engagement platforms including voice, messaging, email, and digital channels.
- Experience with enterprise-scale AI transformation initiatives.
- Background in regulated outbound communications environments.
Success Measures:
- ARR growth of outbound revenue
- Delivery and adoption of AI powered outbound workflows and Proactive engagement attach rate
- Reduction in configuration and operational complexity
- Expansion into new outbound engagement use cases
- Platform scalability and operational efficiency
- Strategic roadmap execution
- Commercial impact and market differentiation
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.
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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.
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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. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.
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.
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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.
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