Genesys: Product Management Director, CRM & Strategic Platform Integrations

Headquarters: Virtual Office (Indiana) URL: http://genesys.com 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

Job Summary At Genesys, we are transforming the customer experience landscape through empathy, innovation, and AI-driven technology

As Director of Product Management for CRM and Platform Integrations, you will define how Genesys becomes the orchestration layer connecting enterprise systems, AI reasoning engines, multi-component agent workflows, and automated-to-automated interactions

This is not a traditional CRM integrations role—it is a strategic platform leadership position where you will shape the convergence of CRM data, AI capabilities, and platform intelligence to drive business impact

Joining Genesys means becoming part of a global team that is redefining how companies engage with their customers

Key Responsibilities Strategic Platform Ownership Define and execute the long-term CRM and AI platform strategy, evolving Genesys from basic integrations into a central orchestration and decision layer

Identify and drive platform opportunities that leverage LLMs, LAMs, MCP frameworks, vectorized customer context, and A2A automation

Transform how customer and CRM data flow between enterprise systems and Genesys Cloud to enable predictive and autonomous customer experiences

Product Vision and Roadmap Own the end-to-end roadmap for CRM and strategic integrations, ensuring alignment with AI-powered engagement, predictive insights, and intelligent workflows

Prioritize investments that turn CRM connectivity into a strategic advantage rather than a commodity

AI-Driven Innovation Collaborate closely with AI architecture teams to embed reasoning, retrieval-augmented insights, and automation capabilities into CRM experiences

Evaluate emerging AI patterns for agent assistance, customer intent prediction, and orchestration, translating innovation into scalable product offerings

Cross-Functional Leadership Lead and scale a global product management team known for strategic thinking, technical fluency, and AI literacy

Collaborate with engineering, design, alliances, and go-to-market teams to ensure alignment on platform vision and execution

Ecosystem and Partnerships Define Genesys’ strategic approach with leading CRM partners, including Salesforce, ServiceNow, Microsoft, Zendesk, HubSpot, and Oracle

Partner with Alliances and Product Marketing to position Genesys as the AI-first engagement platform across the CRM ecosystem

Business Outcomes and KPIs Establish and track metrics focused on platform adoption, AI feature utilization, and cross-product engagement

Drive data-informed decisions that expand Genesys’ strategic footprint in customer experience architectures

Executive and External Representation Represent the CRM and AI platform vision to executives, customers, analysts, and strategic partners

Influence the future of the industry by shaping how CRM and AI orchestration define next-generation customer engagement

Minimum Qualifications Leadership and Product Expertise 12+ years of product management experience with ownership of platform-level strategy. 5+ years leading global teams through transformation and high-impact delivery

AI Capability Depth Practical understanding of LLMs, LAMs, MCP systems, and A2A orchestration

Knowledge of retrieval systems, embeddings, and grounding strategies, with the ability to translate technical capabilities into customer value

CRM Domain Mastery Proven experience with major CRM ecosystems and their strategic roles in enterprise workflows

Strong ability to integrate CRM insights, AI-driven intelligence, and customer interaction data into automated and predictive experiences

Enterprise and Execution Demonstrated success in delivering large-scale enterprise platforms in complex environments

Experience in customer experience and contact center domains is preferred

Influence and Strategic Presence Exceptional communication and executive presence

Confident decision-maker who can challenge assumptions and drive alignment across a matrix organization

Education Bachelor’s degree in Computer Science, Engineering, Mathematics, or a related field

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. $169,300.00 - $314,300.00 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 Click here to view a summary overview of our Benefits

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 reasonable.accommodations@genesys.com

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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

To apply: https://weworkremotely.com/remote-jobs/genesys-product-management-director-crm-strategic-platform-integrations