Director, Outbound Engagement

Job not on LinkedIn

🕒 5 days ago

🌲 North Carolina, Massachusetts – Remote

🌲 North Carolina – Remote 🍂 Massachusetts – Remote

💵 $193.7k - $340.7k / year

⏰ Full Time

🔴 Lead

👔 Director

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Artificial Intelligence • SaaS • Telecommunications

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• 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. • 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. • Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialing, 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. • 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.

🎯 Requirements

• 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.

🏖️ 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