Sr. Principal Product Manager - Enterprise Routing

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.

Genesys is seeking a visionary Senior Principal Product Manager to lead the evolution of Cloud Routing for enterprise customers on our flagship Genesys Cloud CX platform. This role is crucial in shaping the future of customer experience orchestration for large-scale enterprises.

What You’ll Do:

• Define and execute the product strategy for the Genesys Cloud Routing for Enterprise customers, aligning with Genesys Cloud CX's overall vision and corporate goals.

• Develop quarterly roadmaps and prioritize features based on market trends, customer needs, and competitive analysis.

• Lead cross-functional teams through all stages of the product lifecycle, from discovery to delivery and operations.

• Collaborate closely with engineering, sales, support, and other stakeholders to ensure successful development and adoption of Genesys Cloud Routing features.

• Analyze customer feedback and usage data to drive continuous improvement of the routing capabilities.

• Create and maintain comprehensive product documentation, including requirements and specifications.

What You Bring:

• 10+ years in enterprise software product management or a related field, preferably in contact center or CX solutions, with a proven track record of successfully launching and scaling enterprise-grade products.

• Deep knowledge of call routing, digital/voice channels, and enterprise IT environments.

• Strong technical acumen; able to work with complex architectures and cloud-native systems.

• Excellent communication and stakeholder management skills, with the ability to articulate product vision to both technical and non-technical audiences.

• Experience with AI, cloud platforms (AWS, Azure, GCP).

• Awareness of data privacy (GDPR/CCPA) and responsible AI practices.

• Degree in Computer Science, Engineering, or related field; MBA is a plus.

Additional relevant experience would include:

• Experience designing omnichannel or context-aware routing solutions.

• Familiarity with AI/ML for routing (e.g., intent, sentiment, predictive matching).

• Understanding of real-time decision engines and dynamic queue management.

• Exposure to customer journey orchestration, workflow automation, and CRM integrations.

You Excel At:

• Turning strategy into real, customer-impacting features.

• Balancing short-term wins with long-term vision.

• Working across teams to align on priorities and deliver with agility.

• Leading with data, curiosity, and a passion for innovation.

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:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

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.