Staff Product Manager – Digital AI Engagement, Messaging
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Job Description
Staff Product Manager shaping Genesys Cloud AI-powered messaging and automation experiences. Driving enterprise customer engagement products from experimentation through scalable production adoption.
Responsibilities:
- Own the end-to-end product definition and successful delivery of priority AI-powered messaging use cases
- Define how generative AI, conversational AI, messaging, and Genesys Cloud Digital platform capabilities work together
- Design mobile-first, asynchronous messaging experiences across the complete customer journey
- Validate product direction and customer outcomes through customer insight, usage patterns, and production data
- Identify capability gaps and product friction affecting AI-powered messaging deployment and enterprise scaling
- Translate priority use cases into customer problems and experience requirements influencing AI, Messaging, and Digital Platform roadmaps
- Drive AI and automation use cases from experimentation to repeatable production adoption
- Shape customer experiences across native Genesys AI and third-party automation capabilities
- Influence priorities across product and engineering teams beyond direct ownership
- Partner with AI, Digital Platform, Messaging, Engineering, Design, Product Marketing, Customer Success, and Sales
- Connect product strategy, customer needs, go-to-market readiness, and adoption outcomes
Requirements:
- 5+ years of Product Management experience building and scaling customer-facing software products
- Demonstrated experience with AI-powered, conversational, or automation experiences
- Strong working understanding of generative AI, conversational AI, virtual agents, or agentic systems
- Strong product judgment and customer empathy
- Ability to identify meaningful customer problems and translate them into compelling end-to-end product experiences
- Strong systems thinking
- Ability to understand how multiple product, AI, messaging, and platform capabilities work together
- Ability to define product strategy and make effective prioritization decisions using customer insight, product data, business context, and technical constraints
- Proven ability to collaborate and influence across Product, Engineering, Design, and other cross-functional teams
- Strong communication and stakeholder management skills
- Experience with messaging, digital engagement, conversational AI, virtual agents, or agentic AI products
- Experience bringing AI or automation use cases from experimentation through production deployment and sustained customer adoption
- Familiarity with enterprise SaaS, customer service, contact center, CRM, customer experience, or experience orchestration platforms
- Experience using customer research, product analytics, experimentation, and production data to evaluate AI-powered experiences and inform product decisions
- Role must be based in EST or CST
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
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
- Mentorship, learning programs, leadership development and education support
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