Principal Product Manager, AVA AI

Genesys•New York, MA

2d•$158,800 - $279,200•Hybrid

About The Position

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. Role Overview: Shape the direction and execution of Genesys' AI-powered virtual agent platform, helping enterprises deliver more effective self-service experiences through AI, Generative AI, and large language models. This Principal Product Manager will own critical platform priorities, keep the roadmap and delivery cadence closely aligned with strategic partner teams, and lead enablement that helps internal teams successfully adopt and scale platform capabilities. In the near term, you will establish clear product ownership across roadmap alignment, dependencies, documentation, readiness, and enablement, reducing coordination friction and helping teams move at the pace required by the business. You will operate independently across engineering, design, enablement, and partner stakeholders, making informed product decisions while balancing immediate delivery needs with longer-term platform opportunities. As the platform evolves, your scope will expand into broader digital product priorities, giving you the opportunity to shape strategy beyond today's mandate and build context ahead of that transition. At Genesys, we bring teams together around customer needs, combining empathy with AI innovation to help organizations create more connected and effective customer experiences.

Requirements

6+ years of product management experience, including meaningful experience with AI, SaaS, customer experience, conversational AI, or related technology platforms
Proven track record of owning complex product capabilities end to end, from product strategy and prioritization through development, launch, and adoption
Demonstrated ability to operate independently at both strategic and tactical levels while managing dependencies across multiple teams
Strong cross-functional leadership and collaboration skills across engineering, design, customer success, enablement, and other product stakeholders
Solid understanding of AI, Generative AI, and LLM applications within conversational AI, virtual agents, automation, or digital self-service
Strong product judgment with the ability to balance near-term execution, customer needs, technical constraints, and longer-term strategic shifts
Excellent communication skills with the ability to articulate product strategy, priorities, tradeoffs, and technical concepts to technical and non-technical stakeholders
Demonstrated ability to use customer feedback, product data, and market insights to guide prioritization and product decisions

Nice To Haves

Experience leading platform enablement, internal adoption, documentation, or cross-functional readiness for complex technology products
Experience managing roadmaps with significant dependencies across product or engineering organizations
Strong knowledge of virtual agent platforms, conversational AI, customer experience technology, or digital self-service ecosystems
Experience shaping product strategy in an evolving environment where ownership and scope expand as business priorities change

Responsibilities

Own the end-to-end product roadmap for the AI-powered virtual agent platform, translating customer, business, and technical priorities into clear decisions from prioritization through launch
Drive alignment with closely partnered teams on roadmap sequencing, dependencies, delivery timing, and shared outcomes to maintain execution velocity
Lead platform enablement across internal adoption, product documentation, stakeholder readiness, and cross-team coordination to accelerate effective use of new capabilities
Partner with engineering and design to deliver scalable, high-quality AI-driven experiences that improve self-service and customer outcomes
Translate customer, stakeholder, usage, and market insights into product priorities that strengthen platform adoption, performance, and long-term value
Identify and advance opportunities to apply AI, Generative AI, and LLM capabilities to conversational AI, virtual agents, and self-service automation
Influence product direction by monitoring developments in conversational AI, virtual agents, automation, and emerging AI capabilities and translating relevant advances into platform opportunities
Shape the platform's expansion into broader digital priorities, building the strategy, stakeholder alignment, and product context needed as the scope evolves