At a Glance
- Tasks: Lead the evolution of AI-powered outbound engagement across voice and digital channels.
- Company: Join Genesys, a leader in AI-powered customer experience technology.
- Benefits: Flexible work culture, mentorship, and growth opportunities in the AI era.
- Other info: Be part of a global team impacting over 8,000 organisations.
- Why this job: Shape the future of customer engagement with innovative AI solutions.
- Qualifications: 10+ years in product management with a focus on AI and automation.
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.
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.
AI & Automation Innovation
- Drive adoption of agentic AI capabilities including intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation.
- 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.
Market Expansion & Commercial Growth
- Develop strategies to grow and modernize the existing outbound business while expanding into adjacent engagement and revenue-generating use cases.
- 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. Strong commercial and business acumen with experience driving growth-oriented platform initiatives.
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.
Success Measures:
- 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
Working at Genesys: AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Be the one building what's next - where AI, experience and impact come together. 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.
Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
Summary Location: Virtual Office (United Kingdom) Type: Full time
Director, Quality and Risk 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 growth and development, we provide ample opportunities for mentorship and skill-building in the rapidly evolving AI landscape, ensuring that our team members are equipped to lead the charge in transforming customer engagement. Join us in a collaborative environment where innovation meets impact, and help shape the future of AI-powered experiences from the comfort of your virtual office in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Quality and Risk Management
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Director, Quality and Risk Management at Genesys!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Genesys or be willing to refer you for that Director, Quality and Risk Management position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Genesys who’s on the lookout for their next Director, Quality and Risk Management star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Director, Quality and Risk Management role at Genesys!
We think you need these skills to ace Director, Quality and Risk Management
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Genesys. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Genesys
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Genesys. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
