Director, Product Marketing - WEM

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.

• →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

• 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

• 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

Employee Referral

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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. To learn more, visit www.genesys.ai. 

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