Director, Product Management - Voice AI & Speech Experience

Genesys is hiring a Director of Product Management to own the strategy and execution of its AI voice technology portfolio across Genesys Cloud. The role guides voice technology partnerships and product development while helping customers design branded AI voice experiences and aligning cross-functional teams to deliver them.

Responsibilities:

• 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

Requirements:

• 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