Director, Outbound Engagement

Genesys•Raleigh, NC

4d•$193,700 - $340,700•Remote

About The Position

Genesys is seeking a strategic and execution-oriented Director of Outbound Engagement to lead the evolution of our outbound engagement capabilities across voice and digital channels. This leader will drive the transformation of traditional outbound communications into intelligent, AI-driven engagement experiences powered by agentic virtual agents, orchestration, and omnichannel customer journeys. The role is responsible for defining and executing the product strategy that expands Genesys outbound solutions beyond traditional contact center use cases into broader sales, marketing, customer engagement, collections, retention, and proactive service workflows. This position requires a strong blend of product strategy, AI and automation vision, platform thinking, commercial awareness, and operational execution. The ideal candidate understands how AI agents, orchestration, compliance, campaign management, and customer engagement technologies converge to create scalable enterprise value.

Requirements

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.

Nice To Haves

Experience with CCaaS, CPaaS, outbound dialing, campaign management, sales engagement, or marketing automation platforms.
Understanding of AI operational governance including model cost management, trust and safety, observability, compliance, and human-in-the-loop controls.
Familiarity with omnichannel engagement platforms including voice, messaging, email, and digital channels.
Experience with enterprise-scale AI transformation initiatives.
Background in regulated outbound communications environments.

Responsibilities

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.
Balance customer requests, market demands, platform sustainability, and operational economics in roadmap prioritization.
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.