Staff Product Manager – Digital AI Engagement, Messaging

This is a fully remote position, open to applicants in New York, +3 more states.

📋 Description

• Lead the comprehensive product definition and successful execution of key AI-driven messaging use cases.

• Establish how generative AI, conversational AI, messaging, and the Genesys Cloud Digital platform functionalities integrate.

• Create mobile-first, asynchronous messaging solutions throughout the entire customer journey.

• Confirm product direction and customer outcomes through insights, usage patterns, and production analytics.

• Recognize capability gaps and product friction that impact the deployment of AI-driven messaging and enterprise scalability.

• Convert priority use cases into customer challenges and experience requirements that shape the AI, Messaging, and Digital Platform roadmaps.

• Propel AI and automation use cases from experimentation to consistent production implementation.

• Influence customer experiences via native Genesys AI and third-party automation features.

• Impact priorities among product and engineering teams beyond direct responsibility.

• Collaborate with teams across AI, Digital Platform, Messaging, Engineering, Design, Product Marketing, Customer Success, and Sales.

• Integrate product strategy, customer requirements, go-to-market readiness, and adoption results.

⛳️ Requirements

• Over 5 years of experience in Product Management, focusing on the development and scaling of customer-oriented software products.

• Proven track record with AI-driven, conversational, or automation-focused experiences.

• Solid understanding of generative AI, conversational AI, virtual agents, or agentic systems.

• Strong product judgment coupled with customer empathy.

• Capacity to identify significant customer challenges and translate them into engaging end-to-end product experiences.

• Excellent systems thinking capabilities.

• Ability to comprehend how various product, AI, messaging, and platform functionalities collaborate.

• Skill in defining product strategy and making informed prioritization choices using customer insights, product data, business context, and technical limitations.

• Demonstrated ability to collaborate and influence across Product, Engineering, Design, and other cross-functional teams.

• Exceptional communication and stakeholder management abilities.

• Experience with messaging, digital engagement, conversational AI, virtual agents, or agentic AI products.

• Background in guiding AI or automation use cases from experimentation to production deployment and ongoing customer engagement.

• Familiarity with enterprise SaaS, customer service, contact center, CRM, customer experience, or experience orchestration platforms.

• Experience utilizing customer research, product analytics, experimentation, and production data to assess AI-driven experiences and inform product strategies.

• This role requires a location in the EST or CST time zones.

🏝️ Benefits

• Medical, Dental, and Vision Insurance

• Telehealth coverage

• Flexible work schedules and opportunities for remote work

• Professional development and career advancement options

• Open Time Off along with 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

• Paid volunteer time

• August Free Fridays

• Well-being resources

• Region-specific programs for employees and their families

• Mentorship, learning initiatives, leadership development, and educational support