Director, Outbound Engagement

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. Position Summary: Genesys is seeking a strategic and execution-oriented Director of Outbound Engagement to lead the evolution of our outbound engagement capabilities across voice and digital channels. This leader will drive the transformation of traditional outbound communications into intelligent, AI-driven engagement experiences powered by agentic virtual agents, orchestration, and omnichannel customer journeys. The role is responsible for defining and executing the product strategy that expands Genesys outbound solutions beyond traditional contact center use cases into broader sales, marketing, customer engagement, collections, retention, and proactive service workflows. This position requires a strong blend of product strategy, AI and automation vision, platform thinking, commercial awareness, and operational execution. The ideal candidate understands how AI agents, orchestration, compliance, campaign management, and customer engagement technologies converge to create scalable enterprise value. Location : Remote within US (not limited to the states that the job is tagged to) Key Responsibilities: Strategic Product Leadership Define and drive the multi-year strategy for Genesys outbound engagement platforms across voice, SMS, email, messaging, and emerging digital channels. Lead the evolution of outbound solutions to incorporate AI-powered and agentic virtual agents capable of proactive customer engagement and workflow automation. Expand outbound platform capabilities into new business domains including sales engagement, marketing outreach, customer retention, collections, and proactive customer care. Identify new emerging outbound channels, customer pain points, and competitive gaps to shape platform investments and roadmap priorities. Partner with executive leadership to align Genesys outbound strategy with broader company AI, cloud, and customer experience initiatives. AI & Automation Innovation Drive adoption of agentic AI capabilities including intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation. Evaluate where AI delivers measurable customer and business value versus where deterministic automation or workflow orchestration is more appropriate. Establish scalable approaches for integrating large language models, orchestration frameworks, knowledge systems, and enterprise data into outbound workflows. Define governance approaches for AI-driven outbound engagement including compliance, trust, explainability, observability, cost management, and operational controls. Platform & Product Execution Lead cross-functional teams responsible for roadmap execution across outbound campaign management, contact list management, dialing, digital engagement, orchestration, and AI-powered engagement capabilities. Partner closely with Engineering, Architecture, Data Science, UX, Operations, and GTM teams to deliver scalable platform capabilities. Drive platform modernization initiatives focused on scalability, cloud-native architecture, compliance automation, and operational efficiency. Prioritize reusable platform services and shared capabilities to reduce duplication and accelerate innovation. Balance customer requests, market demands, platform sustainability, and operational economics in roadmap prioritization. Market Expansion & Commercial Growth Develop strategies to grow and modernize the existing outbound business while expanding into adjacent engagement and revenue-generating use cases. Collaborate with Sales, Customer Success, and Marketing teams to support customer adoption and market positioning. Engage directly with strategic customers, partners, analysts, and internal stakeholders to validate direction and influence roadmap priorities. Support business case development, investment prioritization, and strategic planning activities. Required Qualifications: 10+ years of product management, platform strategy, or product leadership experience in enterprise software, cloud platforms, contact center, customer engagement, marketing technology, or communications platforms. Experience leading large-scale outbound engagement, communications, campaign management, or customer interaction platforms. Strong understanding of AI, automation, conversational AI, virtual agents, and orchestration technologies. Experience delivering enterprise SaaS or cloud-native platform capabilities. Demonstrated ability to define strategy and execute across complex cross-functional organizations. Strong commercial and business acumen with experience driving growth-oriented platform initiatives. Experience working with executive stakeholders and enterprise customers. Preferred Qualifications: Experience with CCaaS, CPaaS, outbound dialing, campaign management, sales engagement, or marketing automation platforms. Understanding of AI operational governance including model cost management, trust and safety, observability, compliance, and human-in-the-loop controls. Familiarity with omnichannel engagement platforms including voice, messaging, email, and digital channels. Experience with enterprise-scale AI transformation initiatives. Background in regulated outbound communications environments. Success Measures: ARR growth of outbound revenue Delivery and adoption of AI powered outbound workflows and Proactive engagement attach rate Reduction in configuration and operational complexity Expansion into new outbound engagement use cases Platform scalability and operational efficiency Strategic roadmap execution Commercial impact and market differentiation #LI-Remote 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. $193,700.00 - $340,700.00 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. If a Genesys employee referred you, please use the link they sent you to apply. 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, visit www.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 [email protected] . 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 and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.