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.

Location: This role offers the flexibility to work remotely from anywhere in Ireland. Given the highly collaborative nature of the position, regular visits to our state-of-the-art Genesys office in the heart of Galway City will be an important part of staying connected and working closely with key partners and teams.

Genesys is building Agentic Orchestration: a new orchestration layer in Genesys Cloud that decides what a customer's journey needs next - across conversations, channels, and time, instead of resolving one interaction in isolation. The architecture is validated. What's ahead is turning it into a shipped, production capability used by real customers.

Role Overview:

The Director of Product Management, Agentic Orchestration, owns that execution: the detailed product decisions that turn validated architecture into reality - what ships first, how tradeoffs get resolved as the system meets real engineering constraints, and how a broad set of product, engineering, and design partners stay aligned as it comes together. Success requires a leader who can go deep enough on technical detail to earn engineering's trust, and explain that same complexity clearly enough to keep leadership and cross-functional partners aligned.

This is an individual-contributor position today, and it calls for proven leadership at a Director level - someone who has already led through ambiguity and cross-functional complexity without relying on formal authority. As the Agentic Orchestration team in Galway continues to grow, this role carries a clear path to people management for the right candidate.

Key Responsibilities:

Cross-Functional Leadership

You've led through complexity in a highly matrixed organization - setting direction and driving alignment across teams without relying on formal authority.
You know how to partner with engineering, design, and adjacent product teams to keep a complex initiative moving forward.
You've influenced roadmaps and priorities well beyond your direct ownership boundaries.
You've brought a broad set of stakeholders, including teams you didn't lead directly, around a shared plan, and made it stick.
You communicate execution status, tradeoffs, and recommendations clearly enough to move senior leadership to a decision.

Own Product Execution

You own the detailed product specification for orchestration capabilities as they move from validated architecture to shipped product.
You make the sequencing and scope calls a complex, multi-system design demands as it meets engineering reality.
You resolve ambiguous technical and product questions into buildable plans rather than deferring them.
You've made high-stakes calls on a still-forming system, and stood behind them.

Partner with Engineering

You work directly and continuously with engineering leadership to evaluate architecture and systems tradeoffs.
You translate product requirements into specifications engineering can build against with confidence.
You've helped establish product practices suited to building agentic, AI-driven systems.

Deliver Measurable Outcomes

You define success measures for orchestration performance, journey resolution, and customer outcomes.
You build telemetry and validation into major initiatives from the start, not after the fact.
You evaluate the roadmap's real-world performance and adjust accordingly.

Required Qualifications:

10+ years of Product Management experience in enterprise SaaS, AI-powered software, or complex distributed systems.
Demonstrated experience taking a technically complex, multi-team product from architecture through to shipped, production use.
Proven leadership track record at a Director level or equivalent - demonstrated success leading teams, projects, or initiatives, whether or not through formal management - with the readiness and interest to grow into people management as the team scales.
High emotional intelligence and a demonstrated ability to work effectively across functions and teams you don't manage.
Clear, direct communicator who drives a project forward and keeps stakeholders aligned.
Skilled at navigating technical, business, and team-priority tradeoffs.
Comfortable running workshops with a range of stakeholders - technical and non-technical, internal and executive.

Strong technical background, evidenced by prior project experience with:

Event-driven / event-based architectures.
Agentic systems, including familiarity with the protocols and standards that connect them (e.g., tool-use/function-calling standards, agent-to-agent and model-context protocols).
Reasoning and decisioning models - how systems evaluate options and select a next-best action.
Process and workflow orchestration (state machines, workflow engines, BPMN or equivalent).

Preferred Qualifications:

Experience with agentic AI, virtual agents, or automation platforms.
Experience operationalizing AI within enterprise software environments.
Familiarity with customer service, contact center, CX, or engagement platforms.
Experience working across highly matrixed organizations with complex dependencies.

What Success Looks Like:

Orchestration capability moves from validated architecture to real customer usage.
A clear, sequenced execution plan with demonstrated delivery against it.
Strong alignment between engineering delivery and product roadmap.
A track record of resolving hard technical and organizational tradeoffs without losing momentum.

Our Benefits:

At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:

Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
Annual bonus program – Be rewarded for your impact and contributions.
Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
Family-friendly policies – Generous paid maternity and paternity

Working at Genesys

AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

Our Talent Acquisition team reviews your application with the hiring team.

A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

Next, you'll meet the hiring manager and other members of the interview team.

We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.

Director, Product Management – Agentic Orchestration

Benefits

Job Description