Director, Product Marketing - WEM

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.

• Role Overview: (remote US based)
• Shape how Genesys defines, differentiates, and takes its Workforce Engagement Management (WEM) portfolio to market , with ownership of a category narrative that connects product innovation to measurable customer and business value. This role will define Genesys' point of view on how AI, automation, agentic systems, and AI agents are changing workforce planning, quality, coaching, performance, and the relationship between human and virtual agents.

As a senior product marketing leader, you will translate a fast-evolving portfolio and roadmap into positioning that resonates with enterprise customers, analysts, partners, and sellers. You will partner closely with Product, Engineering, Pricing, Sales, and Marketing leaders to influence strategy, strengthen differentiation, and ensure innovation reaches the market with clear commercial value.

Your WEM expertise and AI fluency will help Genesys articulate how organizations can optimize increasingly blended workforces of human and AI-powered agents while improving employee experience, operational performance, and customer outcomes. You will also build and develop a high-performing team of WEM product marketers, creating an environment where strategic thinking, collaboration, accountability, and ambitious ideas can thrive.

This role provides significant visibility across Genesys and the opportunity to influence enterprise go-to-market strategy, product direction, and the evolution of a critical technology category. Your work will help customers understand not only what Genesys Cloud delivers today, but how workforce technology can evolve as AI transforms the contact center.

Key Responsibilities:

• •Own the end-to-end WEM market narrative, positioning, value propositions, proof points, and differentiation across the portfolio, strengthening customer relevance and competitive advantage as the market evolves
• •Define Genesys' point of view on the future of WEM, translating advances in generative AI, agentic AI, automation, virtual agents, and AI-assisted workforce technology into a credible category vision
• •Shape a differentiated market story for blended human and AI-powered workforces, connecting workforce optimization to employee experience, operational performance, enterprise adoption, and customer outcomes
• •Influence product and go-to-market strategy through deep partnership with Product and Engineering, bringing customer, market, AI, and competitive insights upstream while positioning major roadmap milestones for commercial impact
• •Drive alignment with Product and Pricing on WEM packaging and go-to-market strategy, creating offers that customers can understand and sellers can confidently position, differentiate, and expand
• •Lead the competitive narrative across established WEM vendors, CCaaS competitors, and emerging AI-native players, identifying opportunities for Genesys to create meaningful and defensible market separation
• •Equip Sales and customer-facing teams to win across acquisition, migration, expansion, and AI transformation motions through compelling narratives, talk tracks, competitive guidance, objection handling, and customer proof
• •Amplify customer outcomes as market proof, demonstrating how organizations use WEM, automation, and AI to improve workforce effectiveness, employee experience, operational efficiency, and customer experience
• •Represent Genesys as a WEM thought leader with enterprise customers, industry analysts, partners, and industry forums, shaping external conversations about the evolution of workforce technology and AI
• •Build, lead, and develop a high-performing team of WEM product marketers, strengthening strategic capability, product marketing craft, accountability, collaboration, and commercial focus
• •Measure and continuously improve go-to-market effectiveness using customer insight, seller feedback, competitive intelligence, adoption data, pipeline signals, expansion performance, and market perception

Required Qualifications:

• •10+ years of B2B technology marketing experience, including significant product marketing leadership experience in enterprise software and demonstrated success building and leading high-performing teams
• •Significant experience in Workforce Engagement Management, Workforce Management, or contact center technology, with strong knowledge of WEM buyers, workflows, economics, use cases, and competitive dynamics
• •Deep expertise across core WEM disciplines, including workforce forecasting, scheduling, quality management, performance management, coaching, workforce analytics, and employee engagement
• •Strong fluency in generative AI, agentic AI, automation, virtual agents, AI-assisted quality and coaching, and the implications of increasingly blended human and AI workforces
• •Proven track record of owning positioning, messaging, product launches, and go-to-market strategy for complex enterprise technology portfolios
• •Strong commercial orientation with demonstrated experience connecting product marketing strategy to pipeline, adoption, seller effectiveness, competitive wins, customer expansion, or market perception
• •Demonstrated ability to lead through ambiguity and exercise sound judgment as technologies, customer expectations, competitive dynamics, and product roadmaps evolve
• •Extensive experience influencing senior leaders and driving cross-functional alignment across Product, Engineering, Sales, Marketing, Pricing, and related functions
• •Exceptional executive communication and storytelling skills, with the ability to translate detailed WEM capabilities and emerging AI concepts into clear business value for technical, commercial, and C-suite audiences
• •Strong people leadership capabilities with a track record of developing talent, building trust, raising team performance, and creating accountability across complex organizations

Preferred Qualifications:

• •Experience shaping category strategy or market perception for WEM, CCaaS, workforce technology, customer experience, or adjacent enterprise software markets
• •Experience engaging directly with enterprise customers, industry analysts, strategic partners, or executive audiences on WEM and AI strategy
• •Experience influencing product packaging, pricing strategy, portfolio architecture, or commercial models for enterprise SaaS offerings
• •Demonstrated thought leadership on the evolution of workforce technology, AI-powered customer experience, or human and AI workforce orchestration

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.

$163,100.00 - $286,900.00

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 cultu