Director, Product Management – Digital AI Engagement

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.

Overview AI is changing how enterprises engage customers, but success is not defined by AI capabilities alone. Success comes when AI is embedded into real customer journeys and operational workflows that create measurable value for customers and the business. The Director of Product Management, Digital AI Engagement, is responsible for defining and executing the strategy for AI-powered asynchronous engagement across Genesys Cloud. This leader will focus on how AI is applied, operationalized, and scaled across messaging, email, proactive engagement, predictive engagement, and digital customer journeys. The role is accountable for transforming AI capabilities into practical, production-scale customer outcomes that increase automation participation, improve customer experiences, reduce operational effort, and support Genesys' broader AI growth objectives. Success requires a leader who can connect customer problems, product strategy, AI capabilities, and business outcomes while building strong partnerships across the broader AI ecosystem within Genesys.

Define AI Engagement Strategy Define the vision and strategy for AI-powered asynchronous engagement experiences. Identify where AI can create meaningful value within messaging, email, proactive engagement, predictive engagement, and customer service workflows. Establish portfolio priorities that increase automation depth and improve customer outcomes. Develop a strong point of view on how AI will reshape customer engagement over the next several years. Operationalize AI at Scale Partner closely with AI platform, AI product, and engineering teams to bring AI capabilities into customer-facing experiences. Ensure AI capabilities are integrated into complete customer journeys rather than isolated features. Drive the evolution of digital engagement experiences that combine automation, intelligence, and human assistance when appropriate. Help establish best practices for AI-native product development across the organization. Deliver Measurable Outcomes Define success measures tied to automation participation, customer outcomes, operational efficiency, and business impact. Ensure telemetry, instrumentation, and validation plans are built into every major initiative. Evaluate portfolio performance through customer adoption, usage, and value realization metrics. Drive a culture of evidence-based decision making across the team. Customer and Market Leadership Engage directly with enterprise customers to understand evolving automation and AI needs. Partner with Product Marketing, CSM, and Sales teams to understand market trends and competitive dynamics. Identify lighthouse customers and opportunities that can help validate new AI engagement approaches. Monitor emerging AI trends and assess their relevance to the Genesys strategy. Cross-Functional Leadership Serve as a key partner to AI product, engineering, data science, and platform organizations. Influence roadmaps and priorities beyond direct ownership boundaries. Align stakeholders around a common vision for AI-powered engagement. Present portfolio strategy, investment recommendations, and business outcomes to senior leadership. People Leadership Build and develop a team capable of operating at the intersection of product strategy, customer experience, workflow design, and AI. Coach Product Managers to think beyond features and focus on customer outcomes.