Note: The job is a remote job and is open to candidates in USA. Genesys is a leader in AI-powered customer experience solutions, and they are seeking a Principal Product Manager for Genesys Cloud Media Solutions. This role involves strategic leadership and technical expertise to drive the development and delivery of cloud-native communication solutions, focusing on AI-driven voice technologies and real-time media delivery.
Responsibilities
- Define and execute the Genesys Cloud Media Solutions roadmap, with a focus on modern telephony, real-time media, and AI-driven voice use cases
- Lead cross-functional alignment across product, engineering, sales, support, IT, finance, and legal teams
- Translate evolving market needs—especially around AI voice, automation, and real-time communications—into scalable, API-driven product requirements
- Develop and deliver sales enablement materials and training to support go-to-market success
- Support commercial and contractual initiatives with partners and customers
- Identify and drive new business models and revenue opportunities, particularly around programmable communications, APIs, and AI-powered voice services
- Lead the evolution of modern telephony platforms, ensuring best-in-class performance in VoIP, WebRTC, and real-time media delivery
- Drive deep expertise in SIP signaling, SIP trunking, and carrier interoperability, with a focus on reliability, scalability, and global reach
- Own the strategy for high-quality audio delivery, including low-latency media pipelines, jitter control, packet loss mitigation, codecs, and audio optimization critical for AI voice bots and virtual agents
- Champion API-first platform design, enabling developers and partners to easily build, extend, and integrate voice and media capabilities
- Advocate for and deliver mobile-first communication experiences, ensuring consistent, high-quality media across devices and networks
- Establish instrumentation and analytics to capture detailed customer usage and media quality metrics (e.g., MOS, latency, jitter)
- Leverage usage and performance insights to design and optimize usage-based billing and monetization models
- Enable customer transparency through in-app and API-based access to usage, performance, and billing data
- Define and promote modern consumption models, packaging, and pricing tiers for Genesys Cloud Media Solutions, including AI-driven voice services
- Ensure seamless integration with contact center (CCaaS), unified communications, and broader enterprise ecosystems
- Drive monetization strategies for APIs, developer platforms, and AI-powered media capabilities
- Partner with marketing and sales to deliver tools and strategies that support API-led, platform-driven, and AI-centric go-to-market motions
- Develop feature-level pricing strategies aligned with market dynamics and Genesys margin objectives
- Ensure product offerings are cohesive, differentiated, and clearly communicate the value of high-quality voice and media capabilities
- Support product management in revenue forecasting and financial modeling at the feature level
Skills
- 8+ years of experience in cloud-based solutions, with a strong background in product management for communications and media platforms
- 8+ years of experience driving go-to-market strategy with customers, partners, and developers
- Deep expertise in modern telephony, VoIP architectures, and SIP-based communications
- Proven experience delivering high-quality, real-time audio and media solutions, ideally supporting AI voice bots, virtual agents, or conversational platforms
- Strong experience with API-first platforms, developer ecosystems, and programmable communications
- Experience delivering customer experience solutions (e.g., IVR, Contact Center, UCC, QM, CRM)
- Familiarity with CCaaS, UCaaS, CRM, and Media Solutions platforms
- Proven ability to prioritize effectively and deliver in fast-paced, complex environments
- Demonstrated success leading high-performing, cross-functional teams
- Strong ability to influence and guide cross-functional stakeholders
- BA/BS required
- Experience with AI-driven voice technologies, including speech recognition (ASR), text-to-speech (TTS), conversational AI, and virtual agents
- Deep understanding of audio quality metrics and optimization techniques (e.g., MOS scoring, latency reduction, jitter buffering, codec selection)
- Strong analytical and problem-solving capabilities
- Excellent verbal and written communication skills
- Experience building or scaling developer platforms, SDKs, and API ecosystems
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
Company Overview
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