Product Management Director, CRM & Strategic Platform Integrations

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.

Job Summary

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.

Key Responsibilities

Strategic Platform Ownership

• 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.

Product Vision and Roadmap

• 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.

AI-Driven Innovation

• 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.

Cross-Functional Leadership

• 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.

Ecosystem and Partnerships

• Define Genesys’ strategic approach with leading CRM partners, including Salesforce, ServiceNow, Microsoft, Zendesk, HubSpot, and Oracle.

• Partner with Alliances and Product Marketing to position Genesys as the AI-first engagement platform across the CRM ecosystem.

Business Outcomes and KPIs

• 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.

Executive and External Representation

• 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.

Minimum Qualifications

Leadership and Product Expertise

• 12+ years of product management experience with ownership of platform-level strategy.

• 5+ years leading global teams through transformation and high-impact delivery.

AI Capability Depth

• Practical understanding of LLMs, LAMs, MCP systems, and A2A orchestration.

• Knowledge of retrieval systems, embeddings, and grounding strategies, with the ability to translate technical capabilities into customer value.

CRM Domain Mastery

• Proven experience with major CRM ecosystems and their strategic roles in enterprise workflows.

• Strong ability to integrate CRM insights, AI-driven intelligence, and customer interaction data into automated and predictive experiences.

Enterprise and Execution

• Demonstrated success in delivering large-scale enterprise platforms in complex environments.

• Experience in customer experience and contact center domains is preferred.

Influence and Strategic Presence

• Exceptional communication and executive presence.

• Confident decision-maker who can challenge assumptions and drive alignment across a matrix organization.

Education

Bachelor’s degree in Computer Science, Engineering, Mathematics, or a related field.

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.  

Benefits:

• 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.