Director – Product Management, Voice AI & Speech Experience

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $193.7k - $340.7k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

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

• Own the strategy and execution of Genesys Cloud’s AI voice technology portfolio • Define the product strategy, roadmap, vision, and quality bar for enterprise AI voice capabilities • Evaluate voice technologies, models, architectures, and providers to determine build, partner, OEM, or integration approaches • Develop a portfolio strategy balancing voice quality, latency, conversational intelligence, expressiveness, language coverage, regional availability, enterprise requirements, cost, and reliability • Partner with Engineering and AI teams to bring speech and generative AI advances into production at enterprise scale • Own relationships and product strategy with strategic voice AI technology providers • Benchmark OEM technologies and influence partner product roadmaps • Serve as Genesys Voice Experience Designer/Sherpa for customers and Go-to-Market teams • Help customers design voice experiences aligned with brand identity, demographics, use cases, emotional experience, and geographic markets • Create workshops, evaluation frameworks, best practices, methodologies, demonstrations, playbooks, reference architectures, and enablement • Define voice experience success metrics and establish benchmarking and testing programs across languages, accents, telephony environments, intents, and emotional situations • Evaluate end-to-end conversational experiences including timing, turn-taking, interruptions, pacing, tone, pronunciation, emotional appropriateness, and error recovery • Partner with Sales, Solutions Consulting, Customer Success, Professional Services, Marketing, Product Marketing, Design, Engineering, Research, AI, Infrastructure, Finance, Legal, Procurement, and GTM teams • Join strategic customer engagements and support customer acquisition, expansion, and retention • Translate strategy into product requirements, priorities, execution plans, launch criteria, readiness standards, adoption goals, and success metrics • Lead through a matrixed organization, drive cross-functional alignment, communicate recommendations to senior leadership, and influence roadmaps beyond direct ownership

🎯 Requirements

• 10+ years of Product Management, Product Strategy, Experience Design, or related experience in enterprise SaaS, AI, communications, speech technology, or adjacent technologies • Proven leadership at a Director level or equivalent, including experience driving complex initiatives across multiple organizations • Strong understanding of modern voice AI, conversational AI, speech technologies, generative audio, or adjacent AI technologies • Understanding of emerging architectures including speech-to-speech, multimodal, and end-to-end voice models • Experience evaluating external technology providers and making build, buy, partner, or OEM product decisions • Strong technical aptitude and ability to work credibly with Engineering and AI/ML teams on architecture, model performance, APIs, latency, scalability, reliability, and quality • Demonstrated ability to translate customer experience requirements into product strategy and execution • Strong customer-facing skills with experience working directly with enterprise customers and senior executives • Experience partnering with Sales, Solutions Consulting, Product Marketing, Customer Success, or other GTM functions • Strong commercial judgment • Ability to operate effectively in a rapidly changing technology market • Excellent written and verbal communication skills • Direct experience with voice AI platforms, speech AI providers, generative voice, speech-to-speech models, multimodal models, or conversational AI • Experience managing OEM technology partnerships or embedded third-party AI technologies • Experience benchmarking or evaluating AI models or speech technologies • Understanding of prosody, pronunciation, pacing, intonation, emotional expression, accents, interruption handling, and conversational turn-taking • Experience designing conversational or voice experiences for customer service • Experience with CCaaS, contact center technology, Virtual Agents, IVR, or enterprise conversational AI • Experience launching AI products globally across multiple languages and regions • Familiarity with enterprise AI requirements including security, privacy, data residency, regulatory compliance, responsible AI, and accessibility • Experience developing commercial or pricing strategies for AI-powered capabilities

🏖️ Benefits

• Medical, Dental, and Vision Insurance • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off • 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Mentorship, learning programs, leadership development and education support