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.

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