Product Management Director, CRM – Strategic Platform Integrations
Genesys
full-time
Posted on:
Location Type: Hybrid
Location: Massachusetts, North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $169,300 - $314,300 per year
Job Level
Lead
Tech Stack
CloudOracleServiceNow
About the role
- Define and execute the long-term CRM and AI platform strategy, evolving Genesys from basic integrations into a central orchestration and decision layer.
- Identify and drive platform opportunities that leverage LLMs, LAMs, MCP frameworks, vectorized customer context, and A2A automation.
- Transform how customer and CRM data flow between enterprise systems and Genesys Cloud to enable predictive and autonomous customer experiences.
- Own the end-to-end roadmap for CRM and strategic integrations, ensuring alignment with AI-powered engagement, predictive insights, and intelligent workflows.
- Prioritize investments that turn CRM connectivity into a strategic advantage rather than a commodity.
- Collaborate closely with AI architecture teams to embed reasoning, retrieval-augmented insights, and automation capabilities into CRM experiences.
- Evaluate emerging AI patterns for agent assistance, customer intent prediction, and orchestration, translating innovation into scalable product offerings.
- Lead and scale a global product management team known for strategic thinking, technical fluency, and AI literacy.
- Collaborate with engineering, design, alliances, and go-to-market teams to ensure alignment on platform vision and execution.
- Define Genesys’ strategic approach with leading CRM partners, including Salesforce, ServiceNow, Microsoft, Zendesk, HubSpot, and Oracle.
- Partner with Alliances and Product Marketing to position Genesys as the AI-first engagement platform across the CRM ecosystem.
- Establish and track metrics focused on platform adoption, AI feature utilization, and cross-product engagement.
- Drive data-informed decisions that expand Genesys’ strategic footprint in customer experience architectures.
- Represent the CRM and AI platform vision to executives, customers, analysts, and strategic partners.
Requirements
- 12+ years of product management experience with ownership of platform-level strategy.
- 5+ years leading global teams through transformation and high-impact delivery.
- Practical understanding of LLMs, LAMs, MCP systems, and A2A orchestration.
- Knowledge of retrieval systems, embeddings, and grounding strategies, with the ability to translate technical capabilities into customer value.
- Proven experience with major CRM ecosystems and their strategic roles in enterprise workflows.
- Strong ability to integrate CRM insights, AI-driven intelligence, and customer interaction data into automated and predictive experiences.
- Demonstrated success in delivering large-scale enterprise platforms in complex environments.
- Experience in customer experience and contact center domains is preferred.
- Exceptional communication and executive presence.
- Confident decision-maker who can challenge assumptions and drive alignment across a matrix organization.
- Bachelor’s degree in Computer Science, Engineering, Mathematics, or a related field.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CRM strategyAI platform strategyLLMsLAMsMCP frameworksA2A automationpredictive insightsintelligent workflowsretrieval systemsembedding strategies
Soft skills
strategic thinkingtechnical fluencyAI literacyexceptional communicationexecutive presenceconfident decision-makeralignment across matrix organizationcollaborationleadershiptransformation management
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in EngineeringBachelor’s degree in Mathematics