INTRODUCTION

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.

Senior Director, Product Management – Identity & Access Management

Genesys is the hub where innovators come together to shape the future of customer experience. We believe in limitless possibilities through AI-enabled Experience Orchestration — helping organizations deliver personalized, connected experiences at global scale.

As a global leader in AI powered cloud CX, Genesys fosters a culture where imagination meets impact. Here, your ideas power the platform that connects millions of customers every day.

The Role

As Senior Director, Product Management – Identity & Access Management, you will define and lead the vision for the identity and access management capabilities that make the Genesys Cloud platform secure, scalable, and intelligent.

Reporting to the VP of Product Management, you will own a portfolio spanning authentication and identity, authorization and access control, and identity for Genesys Cloud Platform, including Human and AI agents. Your mission is to deliver products that abstract complexity, enable confident administration, and build customer trust through resilient and compliant access models.

As AI agents become part of how customers work, identity and access management is foundational to trust in the platform. You will lead a team of product leaders and partner closely with AI platform teams to ensure every human and agent action is properly identified, authorized, and auditable.

You will have a strong focus on change management, guiding customers through security-critical transitions, and be passionate about delivering best in class experiences. The ideal candidate is an authentic communicator with a proven ability to influence across product, engineering, security, and go-to-market teams to drive strategic alignment.

Key Responsibilities

Strategic Leadership

- Define and champion a unified product vision and roadmap for Identity & Access Management — covering authentication, identity and user lifecycle, authorization, and data segmentation.
- Develop and execute a customer-centric strategy that drives platform adoption, scalability, and security.
- Establish measurable success metrics and KPIs to track platform performance, governance, and customer impact.
- Partner with Security, Legal, Privacy, and Compliance across the organization to align access control and identity capabilities with Genesys’ global trust, privacy, and compliance standards.
- Shape the evolution of the platform access model to support increasingly complex enterprise organizations, balancing flexibility with administrative simplicity.
- Define how AI agents are identified, authorized, and governed on the platform, in partnership with AI platform teams.

Execution & Delivery

- Lead cross-functional delivery using Agile and Design Thinking principles to turn vision into tangible platform outcomes.
- Track measurable adoption and security outcomes, and use telemetry and customer insights to continuously improve the administrator experience.
- Ensure the platform foundations deliver extensibility and reliability for internal and external developers and administrators.
- Partner with architecture and engineering to ensure access policies are enforced consistently across the platform.
- Ensure administrators can audit and understand what users and agents did, and why.

Stakeholder Engagement

- Serve as an executive advocate for platform access control and identity strategy, aligning cross-product and business priorities.
- Manage regular communications at executive level on roll out & adoption across the platform.
- Implement and drive governance across teams to ensure consistent adoption and use of platform foundation capabilities.
- Build strong relationships with enterprise customers to understand needs and guide the evolution of platform capabilities.
- Turn enterprise customer needs into reusable platform capabilities.
- Build partnerships across the identity ecosystem.
- Partner with peer product leaders to define clear ownership and shared capabilities for identity, authorization, and audit.
- Present platform vision and progress at internal, customer, and industry events; represent Genesys as a thought leader in secure platform innovation.
- Foster a culture of innovation, accountability, and customer empathy across your teams.

People Leadership

- Lead, coach, and grow a team of product leaders across identity and access management.
- Set the team’s operating model, ownership boundaries, and planning cadence, and build the hiring plan as scope grows.

Requirements

• 10+ years of product management experience, with proven success leading SaaS or CCaaS platform initiatives.
• 5+ years leading product management teams, including managing senior product managers or product leaders.
• Demonstrated expertise & technical knowledge in identity and access management, including OAuth 2.0/OIDC, SAML, SCIM, MFA, RBAC/ABAC, and multi-tenant authorization at enterprise scale.
• Familiarity with security and identity considerations for AI agents.
• Track record of building and executing product strategies that balance usability, compliance, and scalability.
• Strong experience managing ambiguity and influencing global, cross-functional teams beyond direct authority.
• Strong organizational skills, with proven experience delivering results across product, engineering, user experience, design, and research teams.
• Exceptional executive communication skills with the ability to articulate complex technical strategies to both technical and business audiences.
• Big-picture thinker with the ability to dive into details to drive execution excellence.
• Experience working with large-scale customer platforms, ideally in contact center, CX, or workflow orchestration domains.
• Experience with large enterprise customers that have complex organizational and regulatory requirements.
• Bachelor’s degree or equivalent experience required; MBA or equivalent advanced degree preferred.

What Success Looks Like

• A modern, unified access and identity model adopted across Genesys Cloud services.
• A clear identity and authorization approach for AI agents, adopted across the platform.
• Reduced administrative complexity and faster onboarding for enterprise customers.
• Measurable improvements in security posture and administrator experience.
• A high-performing team motivated by innovation, impact, and customer-first outcomes.

Why Genesys

At Genesys, you’ll lead with purpose and innovation — driving the technology that powers the world’s most advanced customer experiences. You’ll join a culture built on collaboration, curiosity, and trust, where your leadership defines the foundation of our next decade of growth.

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.

$220,500.00 - $387,900.00

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.

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.

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

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

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 and veteran status, and other protected characteristics.

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