Director, Product Management

Genesys

Director of Outbound Engagement responsible for evolving AI-powered outbound engagement strategies across voice and digital channels. Leading product initiatives for enhanced customer experiences at Genesys.

Posted 7/31/2026full-timeRemote • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing multi-year strategies for outbound engagement platforms, leveraging AI and automation to enhance customer interactions and drive business growth. Proven ability to lead cross-functional teams and collaborate with executive stakeholders to align platform capabilities with broader organizational initiatives.

Highest-signal resume keywords

Product Management ExperienceAI And Automation ExpertiseCloud-Native Platform DevelopmentCross-Functional LeadershipCommercial Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Outbound Engagement StrategyCampaign ManagementConversational AIWorkflow AutomationAI-Powered EngagementPlatform ModernizationData IntegrationGovernance ApproachesCustomer EngagementEnterprise SaaS Delivery

Soft Skills

Strategic PlanningCollaborationStakeholder EngagementBusiness Case DevelopmentGrowth Orientation

Tools & Technologies

Genesys PlatformsLarge Language ModelsOrchestration FrameworksKnowledge SystemsCloud Platforms

Industry Keywords

Customer EngagementContact CenterMarketing TechnologyCommunications PlatformsEnterprise Software

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.
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

What you’ll need

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

Comp & perks

Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families
Flexible working hours