Genesys · 18 hours ago
Product Management Director, CRM & Strategic Platform Integrations
North Carolina, United States
Full-time
Hybrid
Director/Executive
$169K/yr - $314K/yr
12+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. As Director of Product Management for CRM and Platform Integrations, you will define how Genesys becomes the orchestration layer connecting enterprise systems and AI capabilities to drive business impact.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
12+ years of product management experience with ownership of platform-level strategy
5+ years leading global teams through transformation and high-impact delivery
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
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
Demonstrated success in delivering large-scale enterprise platforms in complex environments
Exceptional communication and executive presence
Confident decision-maker who can challenge assumptions and drive alignment across a matrix organization
Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field
Preferred
Experience in customer experience and contact center domains is preferred
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
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase