Principal Product Manager - Conversational AI, Optimization & Insights

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 - Conversational AI, Optimization & Insights

We are seeking a visionary and deeply analytical Principal Product Manager to lead the intelligence, optimization, and performance strategy across our entire Conversational AI portfolio—including Virtual Agents, Agent Copilot, and AI-powered Knowledge experiences. In this role, you will define how customers understand, measure, and continuously improve the effectiveness of every AI-driven conversation across automated and human-assisted workflows.

You will own the end-to-end strategy for analytics, insights, experimentation, and closed-loop optimization, ensuring customers have the intelligence required to maximize containment, improve resolution quality, elevate agent productivity, and drive measurable business outcomes. Your work will influence product roadmaps across Conversational AI and customer-facing optimization capabilities used by supervisors, admins, and conversation architects to refine AI behavior over time.

As a senior leader within the Conversational AI organization, you will:

• Define the cross-product analytics and optimization strategy for Conversational AI including Virtual Agents, Agent Copilot, and Knowledge, ensuring a unified and actionable system of intelligence across automation and live-agent experiences.

• Establish a comprehensive metrics framework covering model quality, intent resolution, retrieval accuracy, suggestion performance, deflection and containment, Agent Copilot efficacy, and end-user satisfaction.

• Lead the roadmap for usage dashboards, insights tooling, optimization recommendations, and feedback loops that help customers diagnose performance, identify root causes, and continuously refine their AI deployments.

• Drive innovation in AI optimization, including automated gap detection, content and prompt improvement suggestions, conversational funnel analytics, and quality scoring for LLM- and RAG-based systems.

• Partner with Data Science and Engineering to design data pipelines, evaluation frameworks, and ML-driven signals that power scalable, explainable, customer-facing analytics.

• Collaborate with UX and Research to create intuitive visualizations and workflows that enable supervisors, admins, and authors to confidently act on insights.

• Establish and operationalize multi-channel feedback loops from agents, end customers, and virtual agent transcripts to improve AI performance through real-world usage.

• Work cross-functionally with Virtual Agent, Voice, Digital, Agent Copilot, and Knowledge teams to deliver a cohesive understanding of the full customer journey, including transitions between automated and human-led interactions.

• Advise executive stakeholders and influence product strategy with data-driven insights and clear articulation of customer and business impact.

• Define and refine success metrics for Conversational AI that tie directly to business value: resolution rates, productivity gains, experience quality, cost-to-serve, and revenue impact.

What You'll bring

• 10+ years of Product Management experience, including significant ownership of analytics, ML/AI-driven products, or large-scale optimization platforms.

• Strong track record of leading AI, automation, conversational intelligence, or knowledge management products in enterprise environments.

• Deep understanding of LLMs, NLU/NLP systems, RAG architectures, retrieval quality evaluation, and model performance monitoring.

• Expertise in data modeling, event instrumentation, funnel analytics, and metrics development for high-scale, real-time systems.

• Proven ability to influence cross-functional product areas at a strategic level, aligning engineering, data science, UX, GTM, and customer-facing teams around shared goals.

• Experience building explainable, trustworthy, customer-facing analytics and optimization tooling for technical and non-technical users.

• Passion for feedback-driven learning systems where AI improves through collective usage, expert corrections, and data insights.

• Exceptional communication and storytelling skills, capable of aligning senior stakeholders and driving decision-making across multiple product lines.

About Genesys

Genesys, a global leader in Contact Center and Customer Experience solutions, is transforming how humans and AI work together. Our AI investments are redefining the way contact centers understand intent, automate tasks, and empower agents to deliver meaningful customer outcomes.

This role sits at the intersection of AI innovation and real-world impact. You’ll help define how thousands of agents interact with AI every day, bridging product strategy, technical design, and customer experience. As a Principal PM, you’ll act as a key driver of execution and innovation under the Agent Copilot leadership team, helping us shape the future of agentic collaboration at Genesys.

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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.

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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.