Product Manager – Digital AI Engagement, Messaging

locations

New York, USATexas, USA Massachusetts, USANorth Carolina, USAtime type

Full time posted on Posted Todayjob requisition idJR
112078

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.
* Note this role must be based in EST or CSTRole Overview:

AI-powered messaging creates meaningful customer value when it helps people complete what they came to do, not simply hold a conversation. The Staff Product Manager, Digital AI Engagement, Messaging will shape how Genesys Cloud brings AI, automation, and messaging together to help customers resolve needs with less effort, fewer unnecessary escalations, and more effective digital journeys.

This role owns the product definition and advancement of high-value AI-powered messaging experiences across Web Messaging, Mobile Messaging, Whats App, and other conversational messaging channels. You will identify the customer problems where AI can create the greatest value, define the end-to-end experiences required to solve them, and influence strategy across AI, Digital Platform, Messaging, Design, and Engineering.

You will help turn generative AI, conversational AI, virtual agents, and emerging agentic capabilities into production-ready experiences that enterprise customers can deploy and scale. Success requires strong product judgment, customer empathy, and systems thinking, with the ability to connect customer workflows to reusable platform capabilities and measurable business outcomes.

At Genesys, this role offers visibility across major AI and digital engagement initiatives and the opportunity to influence how next-generation customer experiences are built at platform scale. You will expand your impact by working across product boundaries, partnering with senior product and technology leaders, and helping shape the capabilities that enable the next generation of AI-powered customer engagement.

Key Responsibilities:

Own the end-to-end product definition and successful delivery of priority AI-powered messaging use cases, translating customer problems into production-ready experiences that deliver measurable customer and business value

Define how generative AI, conversational AI, messaging, and reusable Genesys Cloud Digital platform capabilities come together to help customers successfully complete meaningful journeys through automation

Design mobile-first, asynchronous messaging experiences around the complete customer journey, reducing unnecessary repetition, restarts, escalations, and channel switching

Validate product direction and customer outcomes through direct customer insight, usage patterns, and production data, using evidence to refine experiences and prioritize investment

Identify capability gaps and product friction that prevent high-value AI-powered messaging use cases from being deployed successfully or scaled across enterprise environments

Translate priority use cases into clear customer problems and experience requirements that influence AI, Messaging, and Digital Platform roadmaps

Drive high-value AI and automation use cases from experimentation to repeatable production adoption, establishing reusable patterns that accelerate customer time-to-value and enterprise scale

Shape cohesive customer experiences across native Genesys AI and third-party…