Director, Outbound Engagement
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Job Description
Director of Outbound Engagement leading AI-powered engagement strategies for Genesys. Transforming traditional communications into intelligent, multi-channel customer experiences.
Responsibilities:
- 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.
- 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.
- Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialing, 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.
- 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.
Requirements:
- 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.
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
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