At a Glance
- Tasks: Lead the evolution of AI-powered outbound engagement across voice and digital channels.
- Company: Join Genesys, a global leader in AI-powered customer experience solutions.
- Benefits: Flexible work culture, paid volunteer time, and professional development opportunities.
- Other info: Be part of a certified Great Place to Work® with a commitment to innovation.
- Why this job: Shape the future of customer engagement with cutting-edge AI technology.
- Qualifications: 10+ years in product management with a strong focus on AI and automation.
The predicted salary is between 81000 - 99000 £ per year.
Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Genesys is seeking a strategic and execution-oriented Director of Outbound Engagement to lead the evolution of our outbound engagement capabilities across voice and digital channels. This leader will drive the transformation of traditional outbound communications into intelligent, AI-driven engagement experiences powered by agentic virtual agents, orchestration, and omni-channel customer journeys.
The role is responsible for defining and executing the product strategy that expands Genesys outbound solutions beyond traditional contact center use cases into broader sales, marketing, customer engagement, collections, retention, and proactive service workflows. This position requires a strong blend of product strategy, AI and automation vision, platform thinking, commercial awareness, and operational execution. The ideal candidate understands how AI agents, orchestration, compliance, campaign management, and customer engagement technologies converge to create scalable enterprise value.
Key Responsibilities:- Strategic Product Leadership
- Define and drive the multi-year strategy for Genesys outbound engagement platforms across voice, SMS, email, messaging, and emerging digital channels.
- Lead the evolution of outbound solutions to incorporate AI-powered and agentic virtual agents capable of proactive customer engagement and workflow automation.
- Expand outbound platform capabilities into new business domains including sales engagement, marketing outreach, customer retention, collections, and proactive customer care.
- Identify new emerging outbound channels, customer pain points, and competitive gaps to shape platform investments and roadmap priorities.
- Partner with executive leadership to align Genesys outbound strategy with broader company AI, cloud, and customer experience initiatives.
- AI & Automation Innovation
- Drive adoption of agentic AI capabilities including intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation.
- Evaluate where AI delivers measurable customer and business value versus where deterministic automation or workflow orchestration is more appropriate.
- Establish scalable approaches for integrating large language models, orchestration frameworks, knowledge systems, and enterprise data into outbound workflows.
- Define governance approaches for AI-driven outbound engagement including compliance, trust, explainability, observability, cost management, and operational controls.
- Platform & Product Execution
- Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialling, digital engagement, orchestration, and AI-powered engagement capabilities.
- Partner closely with Engineering, Architecture, Data Science, UX, Operations, and GTM teams to deliver scalable platform capabilities.
- Drive platform modernization initiatives focused on scalability, cloud-native architecture, compliance automation, and operational efficiency.
- Prioritize reusable platform services and shared capabilities to reduce duplication and accelerate innovation.
- Balance customer requests, market demands, platform sustainability, and operational economics in roadmap prioritization.
- Market Expansion & Commercial Growth
- Develop strategies to grow and modernize the existing outbound business while expanding into adjacent engagement and revenue-generating use cases.
- Collaborate with Sales, Customer Success, and Marketing teams to support customer adoption and market positioning.
- Engage directly with strategic customers, partners, analysts, and internal stakeholders to validate direction and influence roadmap priorities.
- Support business case development, investment prioritization, and strategic planning activities.
- 10+ years of product management, platform strategy, or product leadership experience in enterprise software, cloud platforms, contact center, customer engagement, marketing technology, or communications platforms.
- Experience leading large-scale outbound engagement, communications, campaign management, or customer interaction platforms.
- Strong understanding of AI, automation, conversational AI, virtual agents, and orchestration technologies.
- Experience delivering enterprise SaaS or cloud-native platform capabilities.
- Demonstrated ability to define strategy and execute across complex cross-functional organizations.
- Strong commercial and business acumen with experience driving growth-oriented platform initiatives.
- Experience working with executive stakeholders and enterprise customers.
- Experience with CCaaS, CPaaS, outbound dialing, campaign management, sales engagement, or marketing automation platforms.
- Understanding of AI operational governance including model cost management, trust and safety, observability, compliance, and human-in-the-loop controls.
- Familiarity with omni-channel engagement platforms including voice, messaging, email, and digital channels.
- Experience with enterprise-scale AI transformation initiatives.
- Background in regulated outbound communications environments.
- ARR growth of outbound revenue.
- Delivery and adoption of AI powered outbound workflows and Proactive engagement attach rate.
- Reduction in configuration and operational complexity.
- Expansion into new outbound engagement use cases.
- Platform scalability and operational efficiency.
- Strategic roadmap execution.
- Commercial impact and market differentiation.
Director, Product Management employer: Genesys
At Genesys, we pride ourselves on being an exceptional employer, offering a flexible-first culture that empowers our nearly 7,000 global employees to thrive in their roles. With a strong focus on professional growth through mentorship and leadership development, we provide unique benefits such as paid volunteer time and well-being resources, ensuring our team members can recharge and give back. Recognised as a Great Place to Work in 17 countries, we foster an inclusive environment where 94% of our employees take pride in being part of the Genesys family.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Product Management
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like Genesys!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at Genesys would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at Genesys through your school's career services!
We think you need these skills to ace Director, Product Management
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Director, Product Management, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Director, Product Management position at Genesys. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at Genesys
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
