Staff Product Manager – Digital AI Engagement, Messaging

Genesys•New York, MA

8d•$135,600 - $238,400•Hybrid

About The Position

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. 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.

Requirements

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

Nice To Haves

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

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