Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Lead the evolution of platform operations and administration within Genesys Cloud. This role defines the experiences that help customers and developers monitor usage, manage operational complexity, automate administration, and scale confidently on Genesys Cloud.

You will drive strategy and execution for key Platform Foundations areas including API usage visibility, platform limits, configuration-as-code and CI/CD deployment workflows, storage transparency, self-service administration, and operational tooling. Working closely with engineering, architecture, customer success, and field teams, you will turn complex platform systems into scalable customer experiences.

This is a high-visibility opportunity to shape how Genesys Cloud evolves from reactive platform management to intelligent, AI-driven platform operations. You will help define AI-powered experiences that identify usage patterns, anticipate platform constraints, recommend corrective actions, and help customers operate more efficiently at scale.

What You’ll Do:

Define and execute the roadmap for Platform Foundations experiences across API usage, platform limits, storage reporting, configuration management, self-service tooling, and operational controls.
Lead the evolution of customer-facing self-service experiences that improve transparency, reduce manual intervention, and help customers manage Genesys Cloud with confidence.
Build intelligent platform experiences that help customers identify inefficient usage patterns, prevent limit-related disruptions, optimize platform consumption, and scale operations more efficiently.
Develop AI-powered operational guidance that helps customers understand usage decisions, automate routine administrative actions, and improve system efficiency through proactive recommendations and workflow automation.
Drive API usage visibility, reporting, standards, and change management to help customers, partners, developers, and internal teams build safely and efficiently at scale.
Lead the evolution of configuration-as-code and CI/CD deployment workflows for Genesys Cloud, enabling repeatable, DevOps-aligned administration and deployment workflows.
Define platform storage reporting and transparency capabilities that support operational insights, customer governance, cost awareness, and future monetization opportunities.
Drive consistent platform patterns that simplify administration and improve customer experience across a distributed microservices architecture.
Engage with strategic customers, partners, field teams, support, professional services, and customer success teams to validate needs, shape priorities, and accelerate adoption.
Lead cross-functional alignment across product, engineering, UX, product marketing, finance, legal, and go-to-market teams to deliver enterprise-ready platform experiences.

What You’ll Bring to the Role:

8+ years of product management experience in enterprise SaaS, cloud platforms, developer platforms, infrastructure, APIs, DevOps tooling, AI-powered products, or large-scale B2B products.
Proven track record defining and delivering complex technical products across cross-functional engineering and product organizations.
Strong analytical and strategic thinking skills with the ability to define product strategy using customer insights, market trends, and business objectives.
Demonstrated ability to lead initiatives in fast-paced, ambiguous environments with multiple dependencies.
Passion for creating intuitive administrative experiences that improve customer outcomes.
Strong technical fluency with APIs, microservices, cloud architecture, developer experience, infrastructure as code, platform operations, or related domains.
Experience building customer-facing self-service experiences for technical or administrative users, especially in areas such as usage visibility, configuration management, reporting, governance, provisioning, or operational tooling.
Experience translating complex technical systems into intuitive product experiences that deliver clear customer and business value.
Excellent communication and stakeholder management skills, including the ability to influence executive leadership and align distributed teams.

Preferred Qualifications

Experience with API platforms, API governance, developer tooling, usage analytics, rate limiting, or customer-facing API change management.
Experience with Terraform, infrastructure as code, CI/CD workflows, configuration management, or enterprise DevOps practices.
Experience with storage reporting, retention, data governance, usage-based monetization, cost transparency, or operational optimization.
Experience building AI-powered copilots, recommendation systems, intelligent assistants, anomaly detection, or proactive operational guidance in enterprise software.
Experience defining platform standards, governance models, or reusable design patterns across large-scale SaaS platforms.
Familiarity with CCaaS, customer experience platforms, enterprise communications, or AI-powered experience orchestration.

Why Genesys?

At Genesys, employees are part of a global team transforming customer and employee experiences through innovation and empathy. Genesys is building the future of AI-powered experience orchestration and enabling organizations around the world to create deeper connections with their customers.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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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 and veteran status, and other protected characteristics.

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

Principal Product Manager, Platform Foundations

Job Description