Director, Outbound Engagement

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.

Position Summary:

Genesys is seeking a strategic and execution-oriented Director of Outbound Engagement to lead the evolution of our outbound engagement capabilities across voice and digital channels. This leader will drive the transformation of traditional outbound communications into intelligent, AI-driven engagement experiences powered by agentic virtual agents, orchestration, and omnichannel customer journeys. 

The role is responsible for defining and executing the product strategy that expands Genesys outbound solutions beyond traditional contact center use cases into broader sales, marketing, customer engagement, collections, retention, and proactive service workflows. 

This position requires a strong blend of product strategy, AI and automation vision, platform thinking, commercial awareness, and operational execution. The ideal candidate understands how AI agents, orchestration, compliance, campaign management, and customer engagement technologies converge to create scalable enterprise value. 

Location: Remote within US (not limited to the states that the job is tagged to)

Key Responsibilities:

Strategic Product Leadership 

• Define and drive the multi-year strategy for Genesys outbound engagement platforms across voice, SMS, email, messaging, and emerging digital channels. 

• Lead the evolution of outbound solutions to incorporate AI-powered and agentic virtual agents capable of proactive customer engagement and workflow automation. 

• Expand outbound platform capabilities into new business domains including sales engagement, marketing outreach, customer retention, collections, and proactive customer care. 

• Identify new emerging outbound channels, customer pain points, and competitive gaps to shape platform investments and roadmap priorities. 

• Partner with executive leadership to align Genesys outbound strategy with broader company AI, cloud, and customer experience initiatives. 

AI & Automation Innovation 

• Drive adoption of agentic AI capabilities including intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation. 

• Evaluate where AI delivers measurable customer and business value versus where deterministic automation or workflow orchestration is more appropriate. 

• Establish scalable approaches for integrating large language models, orchestration frameworks, knowledge systems, and enterprise data into outbound workflows. 

• Define governance approaches for AI-driven outbound engagement including compliance, trust, explainability, observability, cost management, and operational controls. 

Platform & Product Execution 

• Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialing, digital engagement, orchestration, and AI-powered engagement capabilities. 

• Partner closely with Engineering, Architecture, Data Science, UX, Operations, and GTM teams to deliver scalable platform capabilities. 

• Drive platform modernization initiatives focused on scalability, cloud-native architecture, compliance automation, and operational efficiency. 

• Prioritize reusable platform services and shared capabilities to reduce duplication and accelerate innovation.