Principal Product Manager, Platform Foundations

Be the one building what's next - where AI, experience and impact come together.

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.

Lead the evolution of platform operations and administration within Genesys Cloud. This role defines the experiences that help customers and developers monitor usage, manage operational complexity, automate administration, and scale confidently on Genesys Cloud.

You will drive strategy and execution for key Platform Foundations areas including API usage visibility, platform limits, configuration-as-code and CI/CD deployment workflows, storage transparency, self-service administration, and operational tooling. Working closely with engineering, architecture, customer success, and field teams, you will turn complex platform systems into scalable customer experiences.

This is a high-visibility opportunity to shape how Genesys Cloud evolves from reactive platform management to intelligent, AI-driven platform operations. You will help define AI-powered experiences that identify usage patterns, anticipate platform constraints, recommend corrective actions, and help customers operate more efficiently at scale.

What You'll Do:

• Define and execute the roadmap for Platform Foundations experiences across API usage, platform limits, storage reporting, configuration management, self-service tooling, and operational controls.

• Lead the evolution of customer-facing self-service experiences that improve transparency, reduce manual intervention, and help customers manage Genesys Cloud with confidence.

• Build intelligent platform experiences that help customers identify inefficient usage patterns, prevent limit-related disruptions, optimize platform consumption, and scale operations more efficiently.

• Develop AI-powered operational guidance that helps customers understand usage decisions, automate routine administrative actions, and improve system efficiency through proactive recommendations and workflow automation.

• Drive API usage visibility, reporting, standards, and change management to help customers, partners, developers, and internal teams build safely and efficiently at scale.

• Lead the evolution of configuration-as-code and CI/CD deployment workflows for Genesys Cloud, enabling repeatable, DevOps-aligned administration and deployment workflows.

• Define platform storage reporting and transparency capabilities that support operational insights, customer governance, cost awareness, and future monetization opportunities.

• Drive consistent platform patterns that simplify administration and improve customer experience across a distributed microservices architecture.

• Engage with strategic customers, partners, field teams, support, professional services, and customer success teams to validate needs, shape priorities, and accelerate adoption.

• Lead cross-functional alignment across product, engineering, UX, product marketing, finance, legal, and go-to-market teams to deliver enterprise-ready platform experiences.

What You'll Bring to the Role:

• 8+ years of product management experience in enterprise SaaS, cloud platforms, developer platforms, infrastructure, APIs, DevOps tooling, AI-powered products, or large-scale B2B products.

• Proven track record defining and delivering complex technical products across cross-functional engineering and product organizations.

• Strong analytical and strategic thinking skills with the ability to define product strategy using customer insights, market trends, and business objectives.

• Demonstrated ability to lead initiatives in fast-paced, ambiguous environments with multiple dependencies.

• Passion for creating intuitive administrative experiences that improve customer outcomes.

• Strong technical fluency with APIs, microservices, cloud architecture, developer experience, infrastructure as code, platform operations, or related domains.

• Experience building customer-facing self-service experiences for technical or administrative users, especially in areas such as usage visibility, configuration management, reporting, governance, provisioning, or operational tooling.

• Experience translating complex technical systems into intuitive product experiences that deliver clear customer and business value.

• Excellent communication and stakeholder management skills, including the ability to influence executive leadership and align distributed teams.

Preferred Qualifications

• Experience with API platforms, API governance, developer tooling, usage analytics, rate limiting, or customer-facing API change management.

• Experience with Terraform, infrastructure as code, CI/CD workflows, configuration management, or enterprise DevOps practices.

• Experience with storage reporting, retention, data governance, usage-based monetization, cost transparency, or operational optimization.

• Experience building AI-powered copilots, recommendation systems, intelligent assistants, anomaly detection, or proactive operational guidance in enterprise software.

• Experience defining platform standards, governance models, or reusable design patterns across large-scale SaaS platforms.

• Familiarity with CCaaS, customer experience platforms, enterprise communications, or AI-powered experience orchestration.

Why Genesys?

At Genesys, employees are part of a global team transforming customer and employee experiences through innovation and empathy. Genesys is building the future of AI-powered experience orchestration and enabling organizations around the world to create deeper connections with their customers.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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