Staff Product Manager, AI Engagement & Messaging (Remote)

Genesys

North Carolina

On-site

USD 136,000 - 238,000

Full time

12 days ago

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Benefits offered by this job

Health benefits

Telehealth

Flexible schedules

Career growth

Paid time off

401(k) matching

Adoption assistance

Fertility support

Job summary

Genesys is seeking a Staff Product Manager for Digital AI Engagement, Messaging to shape AI-powered messaging experiences across Web Messaging, Mobile Messaging, WhatsApp, and other channels. You will own the end-to-end product definition, identify customer problems, define experiences, and influence strategy across AI, Digital Platform, Messaging, Design and Engineering.

This role requires strong product judgment, customer empathy, and the ability to deliver measurable business value for

Qualifications

5+ years of Product Management experience building and scaling customer-facing software products.
Demonstrated experience with AI-powered, conversational, or automation experiences, with a strong working understanding of generative AI, conversational AI, virtual agents, or agentic systems.
Strong product judgment and customer empathy, with demonstrated ability to identify meaningful customer problems and translate them into compelling end-to-end product experiences.
Strong systems thinking, with the ability to understand how multiple product, AI, messaging, and platform capabilities work together to solve complete customer problems.
Demonstrated 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 when critical capabilities fall outside direct ownership.
Strong communication and stakeholder management skills, with the ability to create alignment around customer outcomes across complex product and organizational boundaries.

Responsibilities

Own the end-to-end product definition and successful delivery of priority AI-powered messaging use cases, translating customer problems into production-ready experiences that deliver measurable customer and business value
Define how generative AI, conversational AI, messaging, and reusable Genesys Cloud Digital platform capabilities come together to help customers successfully complete meaningful journeys through automation
Design mobile-first, asynchronous messaging experiences around the complete customer journey, reducing unnecessary repetition, restarts, escalations, and channel switching
Validate product direction and customer outcomes through direct customer insight, usage patterns, and production data, using evidence to refine experiences and prioritize investment
Identify capability gaps and product friction that prevent high-value AI-powered messaging use cases from being deployed successfully or scaled across enterprise environments
Translate priority use cases into clear customer problems and experience requirements that influence AI, Messaging, and Digital Platform roadmaps
Drive high-value AI and automation use cases from experimentation to repeatable production adoption, establishing reusable patterns that accelerate customer time-to-value and enterprise scale
Shape cohesive customer experiences across native Genesys AI and third-party automation capabilities where they strengthen the end-to-end customer journey
Influence priorities across product and engineering teams when capabilities required for successful customer outcomes fall outside direct ownership, driving alignment across complex product boundaries
Partner across AI, Digital Platform, Messaging, Engineering, Design, Product Marketing, Customer Success, and Sales to connect product strategy, customer needs, go-to-market readiness, and adoption outcomes