Principal Product Manager – Voice Platform & AI Communications

Role                       : Principal Product Manager – Voice Platform & AI Communications

Location               : Indianapolis IN (Remote)

Role Type            : Fulltime

Job Description

Summary:

As the Principal Product Manager, Media Solutions, you will bring strategic leadership, strong business acumen, and deep technical expertise to the Genesys Cloud platform. You are a critical thinker who thrives in highly cross-functional environments and can balance long-term vision with execution.

In this role, you will lead the strategy, development, and delivery of Genesys Cloud Media Solutions, with a strong focus on modern, cloud-native, API-first communications across web, desktop, and mobile-first experiences. You will play a key role in advancing next-generation voice platforms built on modern telephony architectures, with a particular emphasis on delivering high-quality, low-latency audio experiences that power AI-driven voice bots and virtual agents.

This position combines individual contribution with team leadership, partnering closely with business leaders, customers, and engineering teams. You will drive product definition, development, and go-to-market execution, ensuring solutions are scalable, developer-friendly, and capable of supporting real-time, intelligent voice interactions at global scale.

The ideal candidate brings deep expertise in modern VoIP architectures and SIP-based communications, along with hands-on experience in real-time media technologies such as RTP, WebRTC, and advanced audio processing. A strong API-first mindset and a track record of building platforms that enable programmable, high-fidelity voice experiences for AI applications is essential.

Minimum Requirements:

⦿ 8+ years of experience in cloud-based solutions, with a strong background in product management for communications and media platforms

⦿ 8+ years of experience driving go-to-market strategy with customers, partners, and developers

⦿ Deep expertise in modern telephony, VoIP architectures, and SIP-based communications

⦿ Proven experience delivering high-quality, real-time audio and media solutions, ideally supporting AI voice bots, virtual agents, or conversational platforms

⦿ Strong experience with API-first platforms, developer ecosystems, and programmable communications Experience delivering customer experience solutions (e.g., IVR, Contact Center, UCC, QM, CRM)

⦿ Familiarity with CCaaS, UCaaS, CRM, and Media Solutions platforms

⦿ Proven ability to prioritize effectively and deliver in fast-paced, complex environments

⦿ Demonstrated success leading high-performing, cross-functional teams

⦿ Strong ability to influence and guide cross-functional stakeholders

⦿ BA/BS required

Desirable Skills:

⦿ Experience with AI-driven voice technologies, including speech recognition (ASR), text-to-speech (TTS), conversational AI, and virtual agents

⦿ Deep understanding of audio quality metrics and optimization techniques (e.g., MOS scoring, latency reduction, jitter buffering, codec selection)

⦿ Strong analytical and problem-solving capabilities

⦿ Excellent verbal and written communication skills

⦿ Experience building or scaling developer platforms, SDKs, and API ecosystems

Key Responsibilities:

⦿ Define and execute the Genesys Cloud Media Solutions roadmap, with a focus on modern telephony, real-time media, and AI-driven voice use cases

⦿ Lead cross-functional alignment across product, engineering, sales, support, IT, finance, and legal teams

⦿ Translate evolving market needs—especially around AI voice, automation, and real-time communications—into scalable, API-driven product requirements

⦿ Develop and deliver sales enablement materials and training to support go-to-market success

⦿ Support commercial and contractual initiatives with partners and customers

⦿ Identify and drive new business models and revenue opportunities, particularly around programmable communications, APIs, and AI-powered voice services

Technical Enablement:

⦿ Lead the evolution of modern telephony platforms, ensuring best-in-class performance in VoIP, WebRTC, and real-time media delivery

⦿ Drive deep expertise in SIP signaling, SIP trunking, and carrier interoperability, with a focus on reliability, scalability, and global reach

⦿ Own the strategy for high-quality audio delivery, including low-latency media pipelines, jitter control, packet loss mitigation, codecs, and audio optimization critical for AI voice bots and virtual agents

⦿ Champion API-first platform design, enabling developers and partners to easily build, extend, and integrate voice and media capabilities

⦿ Advocate for and deliver mobile-first communication experiences, ensuring consistent, high-quality media across devices and networks

⦿ Establish instrumentation and analytics to capture detailed customer usage and media quality metrics (e.g., MOS, latency, jitter)

⦿ Leverage usage and performance insights to design and optimize usage-based billing and monetization models

⦿ Enable customer transparency through in-app and API-based access to usage, performance, and billing data

Business Transformation:

⦿ Define and promote modern consumption models, packaging, and pricing tiers for Genesys Cloud Media Solutions, including AI-driven voice services

⦿ Ensure seamless integration with contact center (CCaaS), unified communications, and broader enterprise ecosystems

⦿ Drive monetization strategies for APIs, developer platforms, and AI-powered media capabilities

⦿ Partner with marketing and sales to deliver tools and strategies that support API-led, platform-driven, and AI-centric go-to-market motions

Optimization:

⦿ Develop feature-level pricing strategies aligned with market dynamics and client margin objectives

⦿ Ensure product offerings are cohesive, differentiated, and clearly communicate the value of high-quality voice and media capabilities

⦿ Support product management in revenue forecasting and financial modeling at the feature level.