Principal Product Manager, Platform Foundations

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. Lead the evolution of platform operations and administration within Genesys Cloud. This role defines the experiences that help customers and developers monitor usage, manage operational complexity, automate administration, and scale confidently on Genesys Cloud. You will drive strategy and execution for key Platform Foundations areas including API usage visibility, platform limits, configuration-as-code and CI/CD deployment workflows, storage transparency, self-service administration, and operational tooling. Working closely with engineering, architecture, customer success, and field teams, you will turn complex platform systems into scalable customer experiences. This is a high-visibility opportunity to shape how Genesys Cloud evolves from reactive platform management to intelligent, AI-driven platform operations. You will help define AI-powered experiences that identify usage patterns, anticipate platform constraints, recommend corrective actions, and help customers operate more efficiently at scale. What You’ll Do : Define and execute the roadmap for Platform Foundations experiences across API usage, platform limits, storage reporting, configuration management, self-service tooling, and operational controls. Lead the evolution of customer-facing self-service experiences that improve transparency, reduce manual intervention, and help customers manage Genesys Cloud with confidence. Build intelligent platform experiences that help customers identify inefficient usage patterns, prevent limit-related disruptions, optimize platform consumption, and scale operations more efficiently. Develop AI-powered operational guidance that helps customers understand usage decisions, automate routine administrative actions, and improve system efficiency through proactive recommendations and workflow automation. Drive API usage visibility, reporting, standards, and change management to help customers, partners, developers, and internal teams build safely and efficiently at scale. Lead the evolution of configuration-as-code and CI/CD deployment workflows for Genesys Cloud, enabling repeatable, DevOps-aligned administration and deployment workflows. Define platform storage reporting and transparency capabilities that support operational insights, customer governance, cost awareness, and future monetization opportunities. Drive consistent platform patterns that simplify administration and improve customer experience across a distributed microservices architecture. Engage with strategic customers, partners, field teams, support, professional services, and customer success teams to validate needs, shape priorities, and accelerate adoption. Lead cross-functional alignment across product, engineering, UX, product marketing, finance, legal, and go-to-market teams to deliver enterprise-ready platform experiences. What You’ll Bring to the Role: 8+ years of product management experience in enterprise SaaS, cloud platforms, developer platforms, infrastructure, APIs, DevOps tooling, AI-powered products, or large-scale B2B products. Proven track record defining and delivering complex technical products across cross-functional engineering and product organizations. Strong analytical and strategic thinking skills with the ability to define product strategy using customer insights, market trends, and business objectives. Demonstrated ability to lead initiatives in fast-paced, ambiguous environments