Product Management Director, CRM & Strategic Platform Integrations

Product Management Director, CRM & Strategic Platform Integrations

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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.

At Genesys, we are transforming the customer experience landscape through empathy, innovation, and AI-driven technology. As Director of Product Management for CRM and Platform Integrations, you will define how Genesys becomes the orchestration layer connecting enterprise systems, AI reasoning engines, multi-component agent workflows, and automated-to-automated interactions. This is not a traditional CRM integrations role—it is a strategic platform leadership position where you will shape the convergence of CRM data, AI capabilities, and platform intelligence to drive business impact.

Joining Genesys means becoming part of a global team that is redefining how companies engage with their customers.

• Define and execute the long‑term CRM and AI platform strategy, evolving Genesys from basic integrations into a central orchestration and decision layer.
• Identify and drive platform opportunities that leverage LLMs, LAMs, MCP frameworks, vectorized customer context, and A2A automation.
• Transform how customer and CRM data flow between enterprise systems and Genesys Cloud to enable predictive and autonomous customer experiences.

• Own the end‑to‑end roadmap for CRM and strategic integrations, ensuring alignment with AI‑powered engagement, predictive insights, and intelligent workflows.
• Prioritize investments that turn CRM connectivity into a strategic advantage rather than a commodity.

• Collaborate closely with AI architecture teams to embed reasoning, retrieval‑augmented insights, and automation capabilities into CRM experiences.
• Evaluate emerging AI patterns for agent assistance, customer intent prediction, and orchestration, translating innovation into scalable product offerings.

• Lead and scale a global product management team known for strategic thinking, technical fluency, and AI literacy.
• Collaborate with engineering, design, alliances, and go‑to‑market teams to ensure alignment on platform vision and execution.

• Define Genesys’ strategic approach with leading CRM partners, including Salesforce, Service Now, Microsoft, Zendesk, Hub Spot, and Oracle.
• Partner with Alliances and Product Marketing to position Genesys as the AI‑first engagement platform across the CRM ecosystem.

• Establish and track metrics focused on platform adoption, AI feature utilization, and cross‑product engagement.
• Drive data‑informed decisions that expand Genesys’ strategic footprint in customer experience architectures.

• Represent the CRM and AI platform vision to executives, customers, analysts, and strategic partners.
• Influence the future of the industry by shaping how CRM and AI orchestration define next‑generation customer engagement.

• 12+ years of product management experience with ownership of platform‑level strategy.
• 5+ years leading global teams through transformation and high‑impact delivery.

• Practical understanding of LLMs, LAMs, MCP systems, and A2A orchestration.
• Knowledge of retrieval systems, embeddings, and grounding…