Principal Product Manager, Genesys Cloud Media Solutions

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.

Job Description

Job Title: Principal Product Manager, Genesys Cloud Media Solutions

Department & Team: Genesys Cloud, Product Management

Hiring Manager: Jason Wolfgang

Location: Anywhere USA, Ireland

Summary

As the Principal Product Manager, Media Solutions, you will bring strategic leadership, strong business acumen, and deep technical expertise to the Genesys Cloud platform. You are a critical thinker who thrives in highly cross-functional environments and can balance long-term vision with execution.

In this role, you will lead the strategy, development, and delivery of Genesys Cloud Media Solutions, with a strong focus on modern, cloud-native, API-first communications across web, desktop, and mobile-first experiences. You will play a key role in advancing next-generation voice platforms built on modern telephony architectures, with a particular emphasis on delivering high-quality, low-latency audio experiences that power AI-driven voice bots and virtual agents.

This position combines individual contribution with team leadership, partnering closely with business leaders, customers, and engineering teams. You will drive product definition, development, and go-to-market execution, ensuring solutions are scalable, developer-friendly, and capable of supporting real-time, intelligent voice interactions at global scale.

The ideal candidate brings deep expertise in modern VoIP architectures and SIP-based communications, along with hands-on experience in real-time media technologies such as RTP, WebRTC, and advanced audio processing. A strong API-first mindset and a track record of building platforms that enable programmable, high-fidelity voice experiences for AI applications is essential.

Key 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

Technical Enablement

• 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

Business Transformation

• 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

Optimization

• 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

Minimum Requirements

• 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

Desirable Skills

• 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

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

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

Click here to view a summary overview of our Benefits.

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.

Stay Connected

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.