Director – Product Management, Voice AI & Speech Experience

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Take ownership of the strategy and implementation of Genesys Cloud’s AI voice technology offerings.

• Establish the product strategy, roadmap, vision, and quality standards for enterprise AI voice functionalities.

• Assess voice technologies, models, architectures, and providers to identify appropriate approaches for building, partnering, OEM, or integration.

• Formulate a portfolio strategy that balances voice quality, latency, conversational intelligence, expressiveness, language coverage, regional availability, enterprise needs, cost, and reliability.

• Collaborate with Engineering and AI teams to deploy speech and generative AI innovations at an enterprise scale.

• Manage relationships and product strategy with key voice AI technology providers.

• Evaluate OEM technologies and impact partner product roadmaps.

• Act as Genesys Voice Experience Designer/Sherpa for clients and Go-to-Market teams.

• Assist clients in crafting voice experiences that reflect brand identity, demographics, use cases, emotional impact, and geographical markets.

• Develop workshops, evaluation frameworks, best practices, methodologies, demos, playbooks, reference architectures, and training resources.

• Define metrics for voice experience success and implement benchmarking and testing programs across languages, accents, telephony settings, intents, and emotional contexts.

• Analyze end-to-end conversational experiences, focusing on timing, turn-taking, interruptions, pacing, tone, pronunciation, emotional appropriateness, and error recovery.

• Collaborate with Sales, Solutions Consulting, Customer Success, Professional Services, Marketing, Product Marketing, Design, Engineering, Research, AI, Infrastructure, Finance, Legal, Procurement, and GTM teams.

• Participate in strategic customer engagements and assist in customer acquisition, expansion, and retention.

• Convert strategy into product requirements, priorities, execution plans, launch criteria, readiness standards, adoption goals, and success metrics.

• Lead through a matrixed organization, drive cross-functional alignment, communicate recommendations to senior leadership, and influence roadmaps beyond direct ownership.

⛳️ Requirements

• 10+ years of experience in Product Management, Product Strategy, Experience Design, or related fields within enterprise SaaS, AI, communications, speech technology, or related sectors.

• Proven leadership experience at a Director level or equivalent, including managing complex initiatives across multiple organizations.

• Strong comprehension of modern voice AI, conversational AI, speech technologies, generative audio, or related AI technologies.

• Familiarity with emerging architectures such as speech-to-speech, multimodal, and end-to-end voice models.

• Experience assessing external technology providers and making decisions on building, buying, partnering, or OEM products.

• Strong technical understanding and the ability to work credibly with Engineering and AI/ML teams on architecture, model performance, APIs, latency, scalability, reliability, and quality.

• Demonstrated capability to translate customer experience requirements into product strategies and execution plans.

• Excellent customer-facing skills with experience collaborating directly with enterprise customers and senior executives.

• Experience partnering with Sales, Solutions Consulting, Product Marketing, Customer Success, or other GTM functions.

• Strong commercial acumen.

• Ability to thrive in a rapidly evolving technology market.

• Exceptional written and verbal communication skills.

• Direct experience with voice AI platforms, speech AI providers, generative voice, speech-to-speech models, multimodal models, or conversational AI.

• Experience managing OEM technology partnerships or integrating third-party AI technologies.

• Experience in benchmarking or evaluating AI models or speech technologies.

• Understanding of prosody, pronunciation, pacing, intonation, emotional expression, accents, interruption handling, and conversational turn-taking.

• Experience designing conversational or voice experiences for customer service applications.

• Familiarity with CCaaS, contact center technology, Virtual Agents, IVR, or enterprise conversational AI.

• Experience in launching AI products on a global scale across multiple languages and regions.

• Understanding of enterprise AI requirements including security, privacy, data residency, regulatory compliance, responsible AI, and accessibility.

• Experience in developing commercial or pricing strategies for AI-powered solutions.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and options for remote work.

• Opportunities for development and career growth.

• Open Time Off policy.

• 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Assistance with fertility treatments.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Mentorship, learning programs, leadership development, and education support.