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.

Location: We are open to this person working hybrid from our office in Galway or remote within Ireland

Lead the future of Collaboration in Digital Channels, shaping the future of how team members work to help customers one to many.

We are seeking a visionary and experienced Principal Product Manager to lead our Multiple Actors Initiative. This strategic role will shape the future of agent and supervisor experiences where multiple participants join, transfer, and collaborate in a digital channel. You will define and deliver features that keep Genesys poised to shape the future of collaborative work.

The ideal candidate has a proven track record of bringing large feature sets to market, leading projects that require cross-functional teams, and pushing for alignment and delivery across distributed teams. This individual will drive how will collaboration forms within our conversational models, and how we best serve our customers’ needs.

What you will do:

Set the vision and strategy for our Multiple Actors roadmap, aligning with collaborator teams.
Own the outcomes-based roadmap with a focus on customer value, market differentiation, and technical feasibility. Build and deliver a forward-looking roadmap that enables Genesys to deliver the digital collaboration features our customers need most.
Engage closely with strategic customers, co-creating innovative use cases and accelerating adoption to ensure measurable success.
Champion your vision for the future of Digital Channel Collaboration with AI capabilities within the component set.
Lead workshops, strategy sessions, and more to drive the future of how Multiple Participants are managed in a conversation.Collaborate cross-functionally with engineering, design, marketing, and services teams to deliver seamless, human-centered collaboration workflows.
Apply design thinking and rapid prototyping to refine agent experiences, ensuring solutions that augment human capability and enhance customer outcomes.
Inspire and align teams across the organization, fostering a culture of innovation, accountability, and empathy while building influence with C-level stakeholders by communicating effectively.
Deliver enterprise-ready products, turning experimental capabilities into scalable solutions.
Build go-to-market plans and work with customer success teams to drive feature enablement and onboarding.
Leverage Generative AI, LLMs, and more to help shape collaborative intelligence in digital channels.
Build go-to-market plans and work with customer success teams to drive feature enablement and onboarding.

What you will bring to the role:

8 years+ of product management experience in enterprise SaaS or AI-driven platforms.
Demonstrated leadership in defining and delivering AI-powered or collaboration / conversational products.
Proven success in building and scaling API-driven communication products.
Strong analytical skills with a track record of KPI ownership and data-driven decisions.
Experience defining product roadmaps and shipping enterprise-grade features.
Excellent communication and stakeholder management across technical and non-technical teams.
Familiarity with CCaaS products and landscape
Awareness of emerging trends in Generative AI, LLMs, and collaboration. Proven success in leading teams to deliver solutions that reshape customer or employee experiences.
Deep understanding of user-centric design and iterative product development cycles.

Desirable Skills & Experience:

Experience of defining product strategy and delivering innovative solutions within the Contact Centre and Customer Experience Orchestration domain.
Experience working with global, distributed teams and scaling products across multiple regions and markets.
Track record of driving large-scale SaaS portfolios with significant revenue impact.
Success in building multi-billion-dollar growth strategies, potentially through AI-driven innovation.
Prior work in transformational technology initiatives that redefined industries or customer engagement models.
Experience representing products and companies in executive-level customer engagements, analyst briefings, and industry conferences.
Familiarity with the customer experience ecosystem and partnerships across AI, CRM, and workflow automation providers.
Experience driving collaboration initiatives at scale.
Passion for delivering intuitive and human-centric digital experiences.

Our Benefits:

Flexible work schedules and work-from-home options
Development and career growth opportunities
Excellent pension scheme
Bonus scheme
Health Insurance
Income Protection & Life Assurance
Family-friendly leave allowances, including paid maternity and paternity leave.

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 - Digital Experience

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