Director, Product Management – Agentic Orchestration at Genesys in Ireland

Job description

• 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.
• Genesys is building Agentic Orchestration: a new orchestration layer in Genesys Cloud that decides what a customer's journey needs next - across conversations, channels, and time, instead of resolving one interaction in isolation. The architecture is validated. What's ahead is turning it into a shipped, production capability used by real customers.
• The Director of Product Management, Agentic Orchestration, owns that execution: the detailed product decisions that turn validated architecture into reality - what ships first, how tradeoffs get resolved as the system meets real engineering constraints, and how a broad set of product, engineering, and design partners stay aligned as it comes together. Success requires a leader who can go deep enough on technical detail to earn engineering's trust, and explain that same complexity clearly enough to keep leadership and cross-functional partners aligned.
• This is an individual-contributor position today, and it calls for proven leadership at a Director level - someone who has already led through ambiguity and cross-functional complexity without relying on formal authority. As the Agentic Orchestration team in Galway continues to grow, this role carries a clear path to people management for the right candidate.
• Orchestration capability moves from validated architecture to real customer usage.
• A clear, sequenced execution plan with demonstrated delivery against it.
• Strong alignment between engineering delivery and product roadmap.
• A track record of resolving hard technical and organizational tradeoffs without losing momentum.

Responsibilities

• Cross-Functional Leadership
• You've led through complexity in a highly matrixed organization - setting direction and driving alignment across teams without relying on formal authority.
• You know how to partner with engineering, design, and adjacent product teams to keep a complex initiative moving forward.
• You've influenced roadmaps and priorities well beyond your direct ownership boundaries.
• You've brought a broad set of stakeholders, including teams you didn't lead directly, around a shared plan, and made it stick.
• You communicate execution status, tradeoffs, and recommendations clearly enough to move senior leadership to a decision.
• Own Product Execution
• You own the detailed product specification for orchestration capabilities as they move from validated architecture to shipped product.
• You make the sequencing and scope calls a complex, multi-system design demands as it meets engineering reality.
• You resolve ambiguous technical and product questions into buildable plans rather than deferring them.
• You've made high-stakes calls on a still-forming system, and stood behind them.
• Partner with Engineering
• You work directly and continuously with engineering leadership to evaluate architecture and systems tradeoffs.
• You translate product requirements into specifications engineering can build against with confidence.
• You've helped establish product practices suited to building agentic, AI-driven systems.
• Deliver Measurable Outcomes
• You define success measures for orchestration performance, journey resolution, and customer outcomes.
• You build telemetry and validation into major initiatives from the start, not after the fact.
• You evaluate the roadmap's real-world performance and adjust accordingly.

Requirements

• 10+ years of Product Management experience in enterprise SaaS, AI-powered software, or complex distributed systems.
• Demonstrated experience taking a technically complex, multi-team product from architecture through to shipped, production use.
• Proven leadership track record at a Director level or equivalent - demonstrated success leading teams, projects, or initiatives, whether or not through formal management - with the readiness and interest to grow into people management as the team scales.
• High emotional intelligence and a demonstrated ability to work effectively across functions and teams you don't manage.
• Clear, direct communicator who drives a project forward and keeps stakeholders aligned.
• Skilled at navigating technical, business, and team-priority tradeoffs.
• Comfortable running workshops with a range of stakeholders - technical and non-technical, internal and executive.
• Event-driven / event-based architectures.
• Agentic systems, including familiarity with the protocols and standards that connect them (e.g., tool-use/function-calling standards, agent-to-agent and model-context protocols).
• Reasoning and decisioning models - how systems evaluate options and select a next-best action.
• Process and workflow orchestration (state machines, workflow engines, BPMN or equivalent).
• Experience with agentic AI, virtual agents, or automation platforms.
• Experience operationalizing AI within enterprise software environments.
• Familiarity with customer service, contact center, CX, or engagement platforms.
• Experience working across highly matrixed organizations with complex dependencies.

Skills

Required

• High emotional intelligence
• Clear, direct communicator
• Skilled at navigating tradeoffs
• Comfortable running workshops
• Proven leadership
• Event-driven / event-based architectures
• Agentic systems
• Tool-use/function-calling standards
• Agent-to-agent protocols
• Model-context protocols
• Reasoning and decisioning models
• Process and workflow orchestration

Benefits

• At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:
• Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
• Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
• Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
• Annual bonus program – Be rewarded for your impact and contributions.
• Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
• Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
• Family-friendly policies – Generous paid maternity and paternity