locations
Galway, Ireland
time type
Full time
posted on
Posted Today
job requisition id
JR108486
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.
Lead the future of Agentic AI at Genesys, driving innovation where humans and AI collaborate to create transformative customer and agent experiences.
We are seeking a visionary and experienced Sr. Director of Product Management to lead our Agent AI strategy. This strategic role will shape the future of agentic experiences where AI and humans work in true partnership. You will define and deliver products that go beyond simple agent assist, creating Agent Copilot, Knowledge AI, and LLM-powered capabilities that empower agents to act with autonomy, intelligence, and empathy.
The ideal candidate has a proven track record of bringing AI-driven innovation to market, leading cross-functional teams, and pioneering new paradigms such as Agentic AI, where AI systems proactively collaborate with human agents to optimize decision-making, problem-solving, and customer engagement.
Location: For this role we are looking for the successful candidate to work on a hybrid basis from our office in Galway City.

Key Responsibilities:

• Set the vision and strategy for Agentic AI, shaping how humans and AI co-create solutions guided by intelligence, context, and empathy.
• Build and deliver a forward-looking roadmap for Knowledge AI, Agent Copilot, and next-generation agentic capabilities.
• Leverage Generative AI, LLMs, and multi-agent reasoning to transform AI from reactive assistance into proactive, collaborative intelligence.
• Engage closely with strategic customers, co-creating innovative use cases and accelerating adoption to ensure measurable success.
• Champion the vision of Agentic AI through executive briefings, industry forums, and thought leadership initiatives.
• Collaborate cross-functionally with engineering, design, marketing, and services teams to deliver seamless, human-centered AI workflows.
• Apply design thinking and rapid prototyping to refine agent experiences, ensuring solutions that augment human capability and enhance customer outcomes.
• Inspire and align teams across the organization, fostering a culture of innovation, accountability, and empathy while building influence with C-level stakeholders.
• Translate emerging AI advancements into enterprise-ready products, turning experimental capabilities into scalable solutions.

Required Experience:

• 15+ years of product management experience in enterprise SaaS or AI-driven platforms.
• Demonstrated leadership in defining and delivering AI-powered augmentation or collaboration products.
• Awareness of emerging trends in Generative AI, LLMs, reasoning engines, and knowledge orchestration.
• Proven success in leading teams to deliver solutions that reshape customer or employee experiences.
• Experience of defining product strategy and delivering innovative solutions within the Contact Centre and Customer Experience Orchestration domain

Preferred Experience:

• Experience managing global, distributed teams and scaling products across multiple regions and markets.
• Track record of driving large-scale SaaS portfolios with significant revenue impact.
• Success in building multi-billion-dollar growth strategies through AI-driven innovation.
• Prior leadership in transformational technology initiatives that redefined industries or customer engagement models.
• Experience representing products and companies in executive-level customer engagements, analyst briefings, and industry conferences.
• Familiarity with the customer experience ecosystem and partnerships across AI, CRM, and workflow automation providers.
• Experience driving agent-assist, copilot, or AI collaboration initiatives at scale.

Benefits:

• Flexible work schedules and work-from-home options
• Development and career growth opportunities
• Excellent pension scheme
• Bonus scheme
• Health Insurance
• Income Protection & Life Assurance

If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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
reasonable.accommodations@genesys.com
.
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

• Set the vision and strategy for Agentic AI, shaping how humans and AI co-create solutions guided by intelligence, context, and empathy.
• Build and deliver a forward-looking roadmap for Knowledge AI, Agent Copilot, and next-generation agentic capabilities.
• Leverage Generative AI, LLMs, and multi-agent reasoning to transform AI from reactive assistance into proactive, collaborative intelligence.
• Engage closely with strategic customers, co-creating innovative use cases and accelerating adoption to ensure measurable success.
• Champion the vision of Agentic AI through executive briefings, industry forums, and thought leadership initiatives.
• Collaborate cross-functionally with engineering, design, marketing, and services teams to deliver seamless, human-centered AI workflows.
• Apply design thinking and rapid prototyping to refine agent experiences, ensuring solutions that augment human capability and enhance customer outcomes.
• Inspire and align teams across the organization, fostering a culture of innovation, accountability, and empathy while building influence with C-level stakeholders.
• Translate emerging AI advancements into enterprise-ready products, turning experimental capabilities into scalable solutions