Principal Product Manager – Virtual Agent

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.

Principal Product Manager – Virtual Agent

We are a rapidly growing technology company that enables organizations to deliver world-class customer experiences through innovative AI solutions. Our Virtual Agent platform is a key part of this transformation, leveraging cutting-edge AI, Generative AI, and Large Language Models (LLMs) to build next-generation self-service experiences. This role is ideal for someone with a deep understanding of Virtual Agents, Conversational AI, Bots, and automation technologies, as well as experience applying Generative AI and LLMs to customer service automation and self-service platforms.

We are seeking a Principal Product Manager to own and drive key features within our Virtual Agent platform. In this role, you will be responsible for managing features end-to-end, collaborating closely with design, engineering, and customers to bring innovative AI-powered solutions to market. This role requires someone who is highly execution-focused, detail-oriented, and passionate about shipping high-quality products. You will work hands-on with cross-functional teams to define, build, and launch capabilities that enhance customer self-service and automation.

This is an opportunity for someone who enjoys thinking outside the box, solving complex product challenges, and delivering AI-driven solutions that make a tangible impact.

Key Responsibilities:

• Own and drive features from concept to launch within the Virtual Agent product area.
• Work end-to-end on product development—defining requirements, collaborating with engineering, and ensuring timely delivery.
• Partner with design and engineering to create intuitive, high-quality AI-driven self-service experiences.
• Define and prioritize feature roadmaps, ensuring alignment with product goals and business needs.
• Identify opportunities to innovate and push boundaries with AI, Generative AI, LLMs, and automation technologies.
• Collaborate with customers to gather feedback, understand use cases, and ensure product success.
• Manage product releases, working closely with development teams to ensure smooth execution and go-to-market readiness.
• Drive operational excellence by improving internal product processes and delivery frameworks.
• Stay on top of AI, Bots, Virtual Agents, and self-service trends to inform product innovation.
• Apply design thinking principles to ensure that product features prioritize user needs, efficiency, and ease of use.
• Work cross-functionally with engineering, UX, marketing, and customer success teams to align on execution and business priorities.

Required Experience:

• 6+ years of product management experience in AI, SaaS, customer experience platforms, or automation technologies.
• Experience in owning and managing features end-to-end, from ideation to launch.
• Deep collaboration experience with engineering and design teams, driving execution and problem-solving.
• Track record of delivering complex product initiatives on time, balancing scope, resources, and priorities.
• An understanding of AI, Generative AI, LLM technologies, and their application in Virtual Agents, Bots, and self-service automation.
• Experience managing cross-functional projects, ensuring smooth coordination across teams.
• Proven ability to work with customers, gathering insights and feedback to improve product adoption and usability.
• Data-driven mindset, with the ability to analyze product performance and drive iterative improvements.
• Experience with design thinking and user-centric problem-solving to ensure high adoption and usability of AI-driven products.

Ideal Candidate:

• Hands-on and execution-focused, comfortable driving product development from concept to launch.
• Highly organized, with strong project management skills to ensure timely and high-quality feature delivery.
• Excellent communicator, capable of clearly articulating product vision, priorities, and technical concepts to different stakeholders.
• Thrives in a cross-functional environment, working closely with engineering, UX, marketing, and customer success teams to align on execution.
• Strategic thinker, able to balance long-term product goals with day-to-day execution.
• Innovative mindset, always looking for ways to push boundaries and think outside the box with AI-driven solutions.
• Customer-focused, with experience collaborating with users to understand their needs and drive better product adoption.
• Data-driven decision-maker, leveraging insights to continuously improve product performance.

Our 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:

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Genesys is an equal opportunity employer committed to equity 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.