Director, Product Management - Voice AI & Speech Experience

• Define and own the product strategy and roadmap for AI voice capabilities across Genesys Cloud.
• Establish the vision and quality bar for what a best-in-class enterprise AI voice experience should sound and feel like.
• Evaluate emerging voice technologies, models, architectures, and providers and determine where Genesys should build, partner, OEM, or integrate.
• Develop a portfolio strategy that balances voice quality, latency, conversational intelligence, expressiveness, language coverage, regional availability, enterprise requirements, cost, and reliability.
• Evaluate traditional speech architectures alongside emerging speech-to-speech, generative audio, multimodal, and end-to-end conversational voice models.
• Partner closely with Engineering and AI teams to translate advances in speech and generative AI into production capabilities that customers can use at enterprise scale.
• Ensure the voice strategy supports the broader Genesys AI, Agentic AI, Virtual Agent, and conversational experience roadmap.
• Continuously assess how new voice architectures can improve latency, naturalness, turn-taking, interruption handling, prosody, emotional intelligence, and overall customer experience.

• Own the product strategy and relationships with strategic voice AI technology providers.
• Continuously benchmark OEM technologies across naturalness, latency, prosody, expressiveness, pronunciation, interruption handling, conversational responsiveness, language and accent coverage, reliability, and enterprise readiness.
• Establish clear frameworks for evaluating strategic voice technology providers and determining the right technology for different customer and product use cases.
• Work with Engineering, Procurement, Legal, Security, Finance, and strategic partners to influence vendor roadmaps and make technology and commercial decisions.
• Determine when Genesys should use embedded OEM capabilities, customer-provided technology, strategic integrations, or native Genesys capabilities.
• Monitor the rapidly evolving voice AI market and identify emerging technologies, models, and partnerships that can create differentiated customer experiences.
• Help shape commercial models that allow Genesys to deliver premium voice experiences while maintaining scalable economics.
• Develop strong relationships with strategic technology partners and ensure Genesys requirements influence their product roadmaps.

• Establish a customer-facing discipline around helping organizations design the right AI voice experience for their brand and customers.
• Work directly with strategic customers to understand their brand personality, customer demographics, desired emotional experience, industry, use cases, and geographic markets.
• Guide customers through the rapidly evolving voice AI landscape, including traditional speech architectures, generative voice, speech-to-speech, multimodal, and emerging voice technologies.
• Help customers select and shape voice experiences based on tone, warmth, confidence, pace, energy, accent, personality, emotional range, conversational style, and brand alignment.
• Advise customers on the tradeoffs between different voice technologies across experience quality, latency, control, language coverage, consistency, cost, and enterprise requirements.
• Help customers determine when to use standard voices, customized voices, branded voices, real-time generative voice models, or other emerging approaches.
• Help customers evaluate how voice choices affect trust, brand perception, customer engagement, containment, and overall satisfaction.
• Create repeatable workshops, evaluation frameworks, best practices, and methodologies that allow Genesys GTM teams and partners to deliver this guidance at scale.
• Partner with Design and Conversation Design teams to ensure voice, persona, language, and conversational behavior create a cohesive end-to-end experience.
• Develop showcase customer experiences that demonstrate what best-in-class AI voice interactions can feel like.

• Treat voice as a core customer experience discipline, not simply a speech technology problem.
• Define success metrics that measure naturalness, latency, conversational fluidity, customer acceptance, engagement, task completion, satisfaction, and preference.
• Establish benchmarking and testing programs using real-world CX scenarios across different languages, accents, telephony environments, customer intents, and emotional situations.
• Evaluate the entire conversational experience, including response timing, turn-taking, interruptions, pacing, tone, pronunciation, emotional appropriateness, and recovery from conversational errors.
• Use customer research, production telemetry, competitive analysis, and direct customer feedback to continuously improve the experience.
• Understand how model behavior, latency, conversational pacing, prosody, voice personality, and turn-taking affect overall customer experience.
• Partner closely with the teams building Virtual Agents, Agentic AI, IVR, orchestration, and conversational experiences to ensure voice is designed as part of the end-to-end experience.
• Establish measurable quality standards and ensure Genesys consistently meets or exceeds them across its voice portfolio.

• Work directly with Sales, Solutions Consulting, Customer Success, Professional Services, Marketing, and Product Marketing to make voice a differentiated part of the Genesys value proposition.
• Join strategic customer engagements where voice quality and AI experience are critical to winning, expanding, or retaining the relationship.
• Help GTM teams explain differences between voice technologies in terms customers can understand and connect those differences to customer experience and business outcomes.
• Build clear competitive positioning for Genesys voice capabilities and articulate where Genesys is differentiated.
• Create demonstrations, customer workshops, competitive positioning, playbooks, reference architectures, and enablement that allow the field to confidently sell Genesys voice capabilities.
• Partner with lighthouse customers to create differentiated voice experiences that demonstrate what is possible with Genesys Cloud.
• Help customers navigate a rapidly changing voice AI landscape and position Genesys as a trusted advisor rather than simply a provider of voice technology.
• Bring direct customer, field, and competitive insights back into the product roadmap.
• Partner with Product Marketing to translate product capabilities into compelling market narratives and launches.

• Translate strategy into clear product requirements, priorities, and execution plans.
• Work closely with Engineering and Design to deliver voice capabilities that meet both customer needs and enterprise requirements.
• Define launch criteria, readiness standards, adoption goals, and success metrics for new capabilities.
• Prioritize across short-term customer needs, strategic platform investments, technical debt, and emerging market opportunities.
• Drive alignment across multiple teams when the customer experience spans different parts of the Genesys platform.
• Use data and customer feedback to make tradeoffs and adjust roadmap priorities quickly.
• Ensure roadmap decisions balance customer experience, technical feasibility, commercial value, operational complexity, and long-term strategic differentiation.

• Lead through a highly matrixed organization, setting direction and driving alignment without relying solely on formal authority.
• Partner closely with Product, Engineering, Design, Research, AI, Infrastructure, Finance, Legal, Procurement, Marketing, and GTM organizations.
• Influence product roadmaps and priorities beyond your direct area of ownership where they affect the end-to-end voice experience.
• Communicate technology choices, customer needs, competitive dynamics, tradeoffs, and recommendations clearly to senior leadership.
• Translate highly technical developments in voice AI into customer and business outcomes that can be understood across the organization.
• Build strong relationships across internal teams and external partners and create clarity in an area of technology that is changing rapidly.

• 10+ years of Product Management, Product Strategy, Experience Design, or related experience in enterprise SaaS, AI, communications, speech technology, or adjacent technologies.
• Proven leadership at a Director level or equivalent, including experience driving complex initiatives across multiple organizations.
• Strong understanding of modern voice AI, conversational AI, speech technologies, generative audio, or adjacent AI technologies.
• Understanding of emerging architectures including speech-to-speech, multimodal, and end-to-end voice models.
• Experience evaluating external technology providers and making build, buy, partner, or OEM product decisions.
• Strong technical aptitude and the ability to work credibly with Engineering and AI/ML teams on architecture, model performance, APIs, latency, scalability, reliability, and quality.
• Demonstrated ability to translate customer experience requirements into product strategy and execution.
• Strong customer-facing skills with experience working directly with enterprise customers and senior executives.
• Experience partnering with Sales, Solutions Consulting, Product Marketing, Customer Success, or other GTM functions.
• Strong commercial judgment and the ability to evaluate product decisions through both customer experience and business lenses.
• Ability to operate effectively in a rapidly changing technology market where architectures, models, and competitive expectations evolve quickly.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.

• 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 embedded third-party AI technologies.
• Experience benchmarking or evaluating AI models or speech technologies.
• Understanding of speech characteristics including prosody, pronunciation, pacing, intonation, emotional expression, accents, interruption handling, and conversational turn-taking.
• Experience designing conversational or voice experiences for customer service.
• Experience with CCaaS, contact center technology, Virtual Agents, IVR, or enterprise conversational AI.
• Experience launching AI products globally across multiple languages and regions.
• Familiarity with enterprise AI requirements including security, privacy, data residency, regulatory compliance, responsible AI, and accessibility.
• Experience developing commercial or pricing strategies for AI-powered capabilities.

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$193,700.00 - $340,700.00

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.