Director, Product Management - Voice AI & Speech Experience

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 partners to influence vendor roadmaps and make technology and commercial decisions.

• Determine when Genesys should use embedded OEM capabilities, customer-provided technology, strategic integrations, or native Genesys capabilities.

• Monitor the rapidly evolving voice AI market and identify emerging technologies, models, and partnerships that can create differentiated customer experiences.

• Help shape commercial models that allow Genesys to deliver premium voice experiences while maintaining scalable economics.

• Develop strong relationships with strategic technology partners and ensure Genesys requirements influence their product roadmaps.

• Serve as the Genesys Voice

Experience

• Sherpa

• Establish a customer-facing discipline around helping organizations design the right AI voice experience for their brand and customers.

• Work directly with strategic customers to understand their brand personality, customer demographics, desired emotional experience, industry, use cases, and geographic markets.

• Guide customers through the rapidly evolving voice AI landscape, including traditional speech architectures, generative voice, speech-to-speech, multimodal, and emerging voice technologies.

• Help customers select and shape voice experiences based on tone, warmth, confidence, pace, energy, accent, personality, emotional range, conversational style, and brand alignment.

• Advise customers on the tradeoffs between different voice technologies across experience quality, latency, control, language coverage, consistency, cost, and enterprise requirements.

• Help customers determine when to use standard voices, customized voices, branded voices, real-time generative voice models, or other emerging approaches.

• Help customers evaluate how voice choices affect trust, brand perception, customer engagement, containment, and overall satisfaction.

• Create repeatable workshops, evaluation frameworks, best practices, and methodologies that allow Genesys GTM teams and partners to deliver this guidance at scale.

• Partner with Design and Conversation Design teams to ensure voice, persona, language, and conversational behavior create a cohesive end-to-end experience.

• Develop showcase customer experiences that demonstrate what best-in-class AI voice interactions can feel like.

• Drive the Best Customer Experience

• Treat voice as a core customer experience discipline, not simply a speech technology problem.

• Define success metrics that measure naturalness, latency, conversational fluidity, customer acceptance, engagement, task completion, satisfaction, and preference.

• Establish benchmarking and testing programs using real-world CX scenarios across different languages, accents, telephony environments, customer intents, and emotional situations.

• Evaluate the entire conversational experience, including response timing, turn-taking, interruptions, pacing, tone, pronunciation, emotional appropriateness, and recovery from conversational errors.

• Use customer research, production telemetry, competitive analysis, and direct customer feedback to continuously improve the experience.

• Understand how model behavior, latency, conversational pacing, prosody, voice personality, and turn-taking affect overall customer experience.

• Partner closely with the teams building Virtual Agents, Agentic AI, IVR, orchestration, and conversational experiences to ensure voice is designed as part of the end-to-end experience.

• Establish measurable quality standards and ensure Genesys consistently meets or exceeds them across its voice portfolio.

• Partner Deeply with Go-to-Market Teams

• Work directly with Sales, Solutions Consulting, Customer Success, Professional Services, Marketing, and Product Marketing to make voice a differentiated part of the Genesys value proposition.

• Join strategic customer engagements where voice quality and AI experience are critical to winning, expanding, or retaining the relationship.

• Help GTM teams explain differences between voice technologies in terms customers can understand and connect those differences to customer experience and business outcomes.

• Build clear competitive positioning for Genesys voice capabilities and articulate where Genesys is differentiated.

• Create demonstrations, customer workshops, competitive positioning, playbooks, reference architectures, and enablement that allow the field to confidently sell Genesys voice capabilities.

• Partner with lighthouse customers to create differentiated voice experiences that demonstrate what is possible with Genesys Cloud.

• Help customers navigate a rapidly changing voice AI landscape and position Genesys as a trusted advisor rather than simply a provider of voice technology.

• Bring direct customer, field, and competitive insights back into the product roadmap.

• Partner with Product Marketing to translate product capabilities into compelling market narratives and launches.

• Drive Product Execution

• Translate strategy into clear product requirements, priorities, and execution plans.

• Work closely with Engineering and Design to deliver voice capabilities that meet both customer needs and enterprise requirements.

• Define launch criteria, readiness standards, adoption goals, and success metrics for new capabilities.

• Prioritize across short-term customer needs, strategic platform investments, technical debt, and emerging market opportunities.

• Drive alignment across multiple teams when the customer experience spans different parts of the Genesys platform.

• Use data and customer feedback to make tradeoffs and adjust roadmap priorities quickly.

• Ensure roadmap decisions balance customer experience, technical feasibility, commercial value, operational complexity, and long-term strategic differentiation.

• Cross-Functional Leadership

• Lead through a highly matrixed organization, setting direction and driving alignment without relying solely on formal authority.

• Partner closely with Product, Engineering, Design, Research, AI, Infrastructure, Finance, Legal, Procurement, Marketing, and GTM organizations.

• Influence product roadmaps and priorities beyond your direct area of ownership where they affect the end-to-end voice experience.

• Communicate technology choices, customer needs, competitive dynamics, tradeoffs, and recommendations clearly to senior leadership.

• Translate highly technical developments in voice AI into customer and business outcomes that can be understood across the organization.

• Build strong relationships across internal teams and external partners and create clarity in an area of technology that is changing rapidly.

• Required Qualifications

• 10+ years of Product Management, Product Strategy, Experience Design, or related experience in enterprise SaaS, AI, communications, speech technology, or adjacent technologies.

• Proven leadership at a Director level or equivalent, including experience driving complex initiatives across multiple organizations.

• Strong understanding of modern voice AI, conversational AI, speech technologies, generative audio, or adjacent AI technologies.

• Understanding of emerging architectures including speech-to-speech, multimodal, and end-to-end voice models.

• Experience evaluating external technology providers and making build, buy, partner, or OEM product decisions.

• Strong technical aptitude and the ability to work credibly with Engineering and AI/ML teams on architecture, model performance, APIs, latency, scalability, reli