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.
Job Title: Principal Product Manager – Journey Management Canvas
Department & Team: Product Management, Journey Management (Genesys Cloud)
Reports to: Senior Director of Product Management, Journey Analytics
Location: Remote / Flexible
Summary
At Genesys, we believe every customer interaction is a chance to build loyalty. Our Journey Management platform is redefining how enterprises understand, predict, and shape customer behavior across every channel and touchpoint.
The Journey Management Canvas is the centerpiece of this vision: a powerful, intuitive interface where analysts don’t just interpret data, but act on it. As a PrincipalProduct Manager, you’ll lead the strategy and execution of this canvas experience, enabling enterprises to visualize, explore, and operationalize superior journeys.
This is a career-defining role at the intersection of AI, design, and data, shaping the next generation of customer engagement for some of the world’s most recognized brands. If you’re ready to own something big, meaningful, and category-defining, this is your opportunity.
Key Responsibilities
The primary responsibilities for this role include (but are not limited to):
Define and drive the roadmap for the Journey Management Canvas, ensuring seamless analyst experiences across filtering, metadata, event selectors, and exports.
Own the canvas-level strategy for how journey events are analyzed, filtered, and shared — with a focus on journey insights, metadata exploration, and automated reporting.
Lead the evolution of core visualization components, including Sankey-based journey flows and event card architecture that is scalable, AI-enabled, and insight-ready.
Collaborate cross-functionally with designers, engineers, AI, and platform teams to deliver intuitive, extensible, and high-performance product experiences that leverage the full suite of Genesys Cloud capabilities to derive insights and measure how changes in journeys impact experiences.
Champion usability and speed, making exploration-to-action workflows simple, powerful, and grounded in customer needs for ad-hoc and continuous analysis.
Support enterprise-scale requirements, including export, reporting, and extensibility for large, global deployments with enterprise-level customers.
Align stakeholders in a matrixed environment, bridging across product, design, data, and engineering to ensure execution matches strategy.
Minimum Requirements
7+ years of product management experience, with at least 2 years at the Principal level or equivalent.
Proven success building analyst-focused tools or canvas-based product experiences.
Deep understanding of data modeling, event systems, and metadata architecture (e.g., Parquet, Iceberg, JSON schemas).
Strong systems thinker, with a track record of designing reusable, scalable product patterns.
Skilled in cross-functional collaboration within highly matrixed organizations, driving clarity and alignment across teams.
Familiarity with analytics tools, visualization platforms, or behavioral data products.
Excellent communicator, able to craft compelling strategic narratives and set long-term product vision.
Desirable Skills
Background in customer data platforms (CDPs), event-based analytics, or data lakehouse architectures.
Experience with AI-driven insights or metadata-powered exploration features.
Strong grasp of enterprise reporting and export requirements.
Passion for customer experience design and for creating tools that empower analysts and business leaders.
Why Join Genesys?
At Genesys, we’re not just building products — we’re building the future of customer connection. As a leader on the Journey Management team, you’ll help define how data, AI, and design converge to deliver outcomes that matter. You’ll join a visionary, high-velocity team where your work drives global impact and your ideas can shape the evolution of customer experience for years to come.
Come build with us. Own something big. Make your mark.
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:
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