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.
Role Overview:
Shape how real-time voice experiences power customer engagement at global scale by leading the evolution of cloud-native media capabilities within Genesys Cloud. This role drives the strategy and execution of next-generation telephony and real-time communication platforms that enable AI-driven voice bots, virtual agents, and high-fidelity human interactions. You will own end-to-end product direction for Media Solutions, influencing platform architecture, developer ecosystems, and monetization models that impact enterprise customers worldwide. Partnering closely with engineering, business leaders, and customers, you will align innovation with measurable business outcomes such as performance, scalability, and revenue growth. This position offers high visibility and the opportunity to define how modern voice platforms evolve in an AI-first world while expanding leadership scope across platform strategy and global product adoption.
Key Responsibilities:
Define and execute the product roadmap for Genesys Cloud Media Solutions, driving innovation in modern telephony and AI-powered voice platforms
Lead cross-functional alignment across product, engineering, sales, support, finance, legal, and IT to deliver cohesive platform capabilities
Translate emerging market demands in AI voice, automation, and real-time communications into scalable, API-driven product strategies
Drive go-to-market execution by enabling sales teams with clear product positioning, training, and supporting materials
Influence commercial strategy by supporting partnerships, contracts, and enterprise customer engagements
Identify and scale new revenue opportunities through programmable communications, APIs, and AI-powered media services
Lead the evolution of telephony platforms to deliver high-performance VoIP, WebRTC, and real-time media capabilities at global scale
Drive improvements in audio quality and reliability through optimization of latency, jitter, packet loss, and codec strategies
Champion API-first platform design to accelerate developer adoption and partner integrations
Establish analytics frameworks to measure usage, performance, and customer experience metrics, including media quality indicators
Leverage data insights to optimize usage-based pricing models and monetization strategies
Ensure transparency through accessible reporting of usage, billing, and performance metrics via APIs and applications
Required Qualifications:
10+ years of experience in cloud-based product management, with a focus on communications or media platforms
10+ years of experience driving go-to-market strategies across enterprise customers, partners, and developer ecosystems
Deep expertise in VoIP architectures, SIP-based communications, and modern telephony systems
Proven track record delivering high-quality real-time media and audio solutions at scale
Strong experience with API-first platforms and building developer-centric products
Experience with customer experience platforms such as IVR, contact center, unified communications, or CRM systems
Familiarity with CCaaS, UCaaS, and enterprise communications ecosystems
Demonstrated ability to lead cross-functional teams and influence senior stakeholders
Proven ability to prioritize and deliver in complex, fast-paced environments
Bachelor’s degree required; MBA preferred
Preferred Qualifications:
Experience with AI-driven voice technologies such as speech recognition, text-to-speech, conversational AI, and virtual agents
Strong understanding of audio quality optimization techniques including MOS, latency management, jitter control, and codec strategies
Experience building or scaling developer platforms, SDKs, or API ecosystems
Strong analytical and problem-solving capabilities
Excellent written and verbal communication skills
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 - $340,700.00Benefits:
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.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.