Senior Product Manager, Conversation Intelligence

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview:
Customer conversations generate insight that shapes loyalty, performance, and revenue at enterprise scale. This role drives the evolution of conversation intelligence within Genesys Cloud, transforming voice and digital interactions into actionable insight that improves coaching, quality, and customer experience outcomes. As a Senior Product Manager, you will lead strategy for Supervisor AI, Virtual Supervisor, and Copilot experiences, partnering across engineering, applied AI, design, and go to market teams to deliver high impact capabilities used by global enterprises. Your work will directly influence how organizations understand millions of conversations each day and convert insight into measurable operational improvement.

Key Responsibilities:

• Own and evolve conversation intelligence capabilities that transform interaction data into measurable customer and agent performance improvements

• Define and drive product strategy and roadmap for Supervisor AI, Virtual Supervisor, and Quality Management experiences

• Translate customer problems into clear, outcome focused product requirements and prioritized backlogs

• Partner with engineering and applied AI teams to apply transcription, sentiment analysis, speech and text analytics, and generative AI where it delivers meaningful value

• Engage enterprise customers and internal stakeholders to validate use cases, refine strategy, and measure business impact

• Drive end to end product execution from concept through launch, adoption, and continuous iteration

Required Qualifications:

• Demonstrate 3 or more years of product management experience in enterprise SaaS, analytics, or AI enabled platforms

• Ship AI or machine learning powered products into production environments

• Apply strong analytical thinking and use data to inform prioritization and success metrics

• Communicate effectively across technical and non technical audiences

• Collaborate cross functionally with engineering, design, and commercial teams

• Hold a Bachelor’s degree in a technical or related field, or equivalent practical experience

Preferred Qualifications:

• Bring experience in conversation intelligence, CX analytics, or contact center platforms

• Understand contact center workflows, quality management programs, or coaching operations

• Influence cross functional stakeholders in complex, enterprise environments

• Contribute to enterprise level roadmap planning and platform strategy

Benefits That Support You:
We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive extended group health coverage

• Generous paid time off, including vacation and personal leave

• Retirement savings program with employer RRSP matching up to a prescribed maximum amount

• Family-friendly benefits, including parental leave top-up and adoption assistance

• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Employee Referrals:

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

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. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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 [email protected].

You can expect a response within 24–48 hours. 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. If you have any questions, please include them in your email.

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.

Genesys is an equal opportunity employer committed to fairness in the workplace. 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.