Staff Product Manager - Digital AI Engagement, Messaging

Genesys Cloud Services, Inc.; Charlotte (NC); On-site; USD 136,000 - 238,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from;

401(k) matching program

Adoption Assistance

Fertility treatments

Job summary

Genesys seeks a Staff Product Manager, Digital AI Engagement, Messaging to shape AI-powered messaging experiences across Web, Mobile, WhatsApp and more. You will own the product definition and drive end-to-end delivery, partnering with AI, Digital Platform, Messaging, Design and Engineering to deliver measurable business outcomes.

You will turn generative AI, conversational AI and automation into production-ready experiences for enterprise customers, aligning stakeholders and guiding roadmaps

Qualifications

• 5+ years of Product Management experience building and scaling customer-facing software products.
• Experience with AI-powered, conversational, or automation experiences and related technologies.
• Strong product judgment and customer empathy translating problems into end-to-end experiences.
• Ability to understand how multiple product, AI, messaging, and platform capabilities work together.
• Experience defining strategy and making prioritization decisions with data and context.
• Ability to collaborate and influence across cross-functional teams.

Responsibilities

• Own the end-to-end product definition and delivery of priority AI-powered messaging use cases.
• Define how generative AI, conversational AI, messaging, and platform capabilities come together.
• Design mobile-first, asynchronous messaging experiences across customer journeys.
• Validate direction via direct customer insight, usage patterns, and production data.
• Identify capability gaps and product friction hindering adoption at scale.
• Translate priority use cases into customer problems influencing roadmaps.
• Drive AI and automation use cases from experimentation to production adoption.
• Shape cohesive experiences across native and third-party automation capabilities.
• Influence priorities across product and engineering when needed, aligning cross-boundaries.
• Partner with AI, Digital Platform, Messaging, Engineering, Design, Product Marketing, Customer Success, and Sales.

Skills

Product management

AI-powered messaging

Cross-functional collaboration

Systems thinking

Prioritization

Stakeholder management

Job description

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

*Note this role must be based in EST or CST

Role Overview

AI-powered messaging creates meaningful customer value when it helps people complete what they came to do, not simply hold a conversation. The Staff Product Manager, Digital AI Engagement, Messaging will shape how Genesys Cloud brings AI, automation, and messaging together to help customers resolve needs with less effort, fewer unnecessary escalations, and more effective digital journeys.

This role owns the product definition and advancement of high-value AI-powered messaging experiences across Web Messaging, Mobile Messaging, WhatsApp, and other conversational messaging channels. You will identify the customer problems where AI can create the greatest value, define the end-to-end experiences required to solve them, and influence strategy across AI, Digital Platform, Messaging, Design, and Engineering.

You will help turn generative AI, conversational AI, virtual agents, and emerging agentic capabilities into production-ready experiences that enterprise customers can deploy and scale. Success requires strong product judgment, customer empathy, and systems thinking, with the ability to connect customer workflows to reusable platform capabilities and measurable business outcomes.

At Genesys, this role offers visibility across major AI and digital engagement initiatives and the opportunity to influence how next-generation customer experiences are built at platform scale. You will expand your impact by working across product boundaries, partnering with senior product and technology leaders, and helping shape the capabilities that enable the next generation of AI-powered customer engagement.

Key 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

Required 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

Preferred Qualifications

• 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

Compensation

This role has a market‑competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance‑based bonus opportunities.

$135,600.00 - $238,400.00

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

Working at Genesys

• AI at enterprise scale - Build, support and operate AI‑powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

• A flexible‑first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

• Growth in the AI era - Build future‑ready skills through mentorship, learning programs, leadership development and education support.

• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.

• Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Reasonable Accommodations

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.