Principal AI Product Manager – Agents & Conversation Intelligence

Principal Ai Product Manager

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.

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, our AI-powered Experience Orchestration platform, we help businesses accelerate growth by delivering empathetic, personalized experiences at scale - driving customer loyalty, workforce engagement, and operational efficiency.

Position Overview:

We're seeking a Principal AI Product Manager to help shape the future of Supervisor AI - an intelligent platform designed to empower contact center supervisors with real-time generative insights, analytics, and agentic AI-driven automation.

In this role, you'll work closely with engineering, design, AI research, and other product managers to push the boundaries of conversation intelligence and autonomous AI agents. You'll advance capabilities in speech and text analytics, multi-channel orchestration (MCP/A2A) and generative AI-driven coaching experiences.

This is an opportunity for a strategic, hands-on AI product leader who thrives on solving complex problems, translating innovation into impact, and delivering human-centered AI experiences that make every supervisor more effective, and every interaction move intelligent.

Key Responsibilities:

• AI & Conversation Intelligence: Collaborate with AI research and engineering to advance speech and text analytics, enabling deeper understanding of intent, sentiment, and outcomes across channels.
• Agentic AI Innovation: Contribute to the development of AI agents that support supervisors through proactive insights, guided coaching, and intelligent automation.
• MCP/A2A Integration: Collaborate on multi-channel and agent-to-agent (MCP/A2A) use cases that unify data and experiences across voice, chat, and digital channels.
• Cross-Functional Collaboration: Partner with cross-functional teams to design and deliver AI-driven features that enhance supervisor effectiveness and team performance.
• Customer & Market Insights: Engage with customers, partners, and field teams to identify needs, gather feedback, and help prioritize features that drive measurable impact.
• End-to-End Product Ownership: Own the product lifecycle - from concept to delivery and iteration - ensuring scalable, ethical, and measurable outcomes.

Qualifications:

• 8+ years of product management experience, preferably in AI, analytics, or enterprise SaaS environments.
• Hands-on experience with conversational AI, LLMs, speech or text analytics, or agent-assist technologies.
• Familiarity with contact center operations, workforce optimization, or CX analytics.
• Understanding of AI agent frameworks, generative models and real-time data pipelines.
• Strong collaboration and communication skills, with a proven ability to work effectively across multidisciplinary teams.
• Bachelor's degree in Computer Science, Engineering, or a related field; advanced degree or MBA is a plus.

Why Genesys?

At Genesys, you'll be part of a global team that's transforming the customer and employee experience through innovation and empathy. We're at the forefront of AI and cloud technology, helping businesses around the world create deeper connections with their customers and more fulfilling work for their employees.