About this role
The Staff Product Manager – Digital AI Engagement, Messaging shapes how Genesys Cloud combines AI, automation and messaging to help customers complete digital journeys with less effort and fewer unnecessary escalations. The role owns the definition and delivery of AI-powered experiences across Web Messaging, Mobile Messaging, WhatsApp and other conversational channels. It must be based in the EST or CST time zone.
Responsibilities
- Define priority customer problems and end-to-end, mobile-first asynchronous messaging experiences, reducing repetition, restarts, escalations and channel switching.
- Bring generative AI, conversational AI, virtual agents and emerging agentic capabilities together with reusable Genesys Cloud Digital platform capabilities to create production-ready experiences.
- Use customer insight, usage patterns and production data to validate outcomes, refine experiences and prioritize investment. Identify product friction and capability gaps that hinder enterprise deployment or scale.
- Translate use cases into experience requirements that influence AI, Messaging and Digital Platform roadmaps. Move AI and automation use cases from experimentation to repeatable production adoption, including reusable patterns that accelerate customer time-to-value.
- Connect native Genesys AI and third-party automation where they improve the customer journey. Influence priorities across product boundaries and partner with Engineering, Design, Product Marketing, Customer Success and Sales on delivery, go-to-market readiness and adoption.
Required: At least 5 years of product management experience building and scaling customer-facing software products; experience with AI-powered, conversational or automation experiences; and a working understanding of generative AI, conversational AI, virtual agents or agentic systems. The role also requires product judgment, customer empathy, systems thinking, evidence-based prioritization, cross-functional influence, communication and stakeholder management.
Preferred
Experience with messaging, digital engagement or AI products; taking AI or automation use cases through production deployment and sustained adoption; familiarity with enterprise SaaS, customer service, contact centers, CRM or experience orchestration; and use of customer research, product analytics, experimentation and production data.
The anticipated base salary is $135,600.00–$238,400.00, varying by qualifications and location; commission or performance-based bonuses may also be available. Listed benefits include health coverage, flexible schedules and work-from-home opportunities, open time off, 10 paid holidays and 401(k) matching.