Senior Director of Product Management, Genesys

Charles Quincy is the Senior Director of Product Management at Genesys, where he leads the development of Journey Management capabilities within Genesys Cloud CX. His work focuses on delivering AI-powered tools like Journey Analyzer and Journey Flows, which provide organizations with deep insights into customer behavior across channels, enabling them to optimize experiences and drive measurable business outcomes. With a strong background in enterprise software and SaaS, Charles has held leadership roles at IBM and other technology firms, specializing in natural language processing, machine learning, and cloud-native platforms. He is passionate about transforming customer experience through data-driven innovation. Charles holds a degree from Dartmouth College and is based in Raleigh-Durham, North Carolina.