Director, Product Management - Voice AI & Speech Experience

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Role Overview Voice is rapidly becoming one of the most important interfaces for AI-powered customer experiences. As AI agents become more capable, the quality of the experience will increasingly be defined not only by what an AI agent can do, but by how naturally, appropriately, and authentically it communicates.

Genesys is looking for a Director of Product Management, Voice AI & Speech Experience to own the strategy and execution of our AI voice technology portfolio across Genesys Cloud.

This leader will be responsible for making Genesys the benchmark for enterprise AI voice experiences. The role will own our OEM voice technology strategy, evaluate and manage leading voice technology partners, define the capabilities we bring into Genesys Cloud, and ensure customers have access to the right voices, languages, performance, and experiences for their brands.

The underlying technology may include traditional speech synthesis, generative voice models, speech-to-speech models, multimodal models, or emerging voice technologies. This leader will be responsible for evaluating these approaches based on the customer experience they enable, rather than being tied to a specific technical architecture.

A key part of the role will be serving as the Genesys Voice Experience Designer , working directly with customers and our Go-to-Market teams to help organizations design the right voice experience for their brand. This includes helping customers translate their brand identity, customer demographics, use cases, and desired emotional experience into the right voice, persona, conversational style, and technology approach.

This is a highly cross-functional Director-level role requiring strong product judgment, technical understanding of modern voice AI, customer-facing credibility, commercial awareness, and the ability to bring Product, Engineering, Design, Sales, Solutions Consulting, Marketing, partners, and customers together around a common vision for voice.

Key Responsibilities Own the Genesys Voice AI Strategy

• Define and own the product strategy and roadmap for AI voice capabilities across Genesys Cloud.
• Establish the vision and quality bar for what a best-in-class enterprise AI voice experience should sound and feel like.
• Evaluate emerging voice technologies, models, architectures, and providers and determine where Genesys should build, partner, OEM, or integrate.
• Develop a portfolio strategy that balances voice quality, latency, conversational intelligence, expressiveness, language coverage, regional availability, enterprise requirements, cost, and reliability.
• Evaluate traditional speech architectures alongside emerging speech-to-speech, generative audio, multimodal, and end-to-end conversational voice models.
• Partner closely with Engineering and AI teams to translate advances in speech and generative AI into production capabilities that customers can use at enterprise scale.
• Ensure the voice strategy supports the broader Genesys AI, Agentic AI, Virtual Agent, and conversational experience roadmap.
• Continuously assess how new voice architectures can improve latency, naturalness, turn-taking, interruption handling, prosody, emotional intelligence, and overall customer experience.

Own the OEM Voice Technology Ecosystem

• Own the product strategy and relationships with strategic voice AI technology providers.
• Continuously benchmark OEM technologies across naturalness, latency, prosody, expressiveness, pronunciation, interruption handling, conversational responsiveness, language and accent coverage, reliability, and enterprise readiness.
• Establish clear frameworks for evaluating strategic voice technology providers and determining the right technology for different customer and product use cases.
• Work with Engineering, Procurement, Legal, Security, Finance, and strategic partn…