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 revenueDelivery and adoption of AI powered outbound workflows and Proactive engagement attach rateReduction in configuration and operational complexityExpansion into new outbound engagement use casesPlatform scalability and operational efficiencyStrategic roadmap executionCommercial impact and market differentiation#LI-MC1Working at GenesysAI 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 atreasonable.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. SummaryLocation: Virtual Office (United Kingdom)Type: Full time
Senior Director, Data 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 employee growth through mentorship and learning programs, we ensure that our team is equipped with future-ready skills in the rapidly evolving AI landscape. Additionally, our commitment to well-being, community engagement, and recognition as a Great Place to Work in 17 countries makes Genesys a truly rewarding place to build your career.
