Staff Product Manager

4 weeks ago

Galway, Galway, Ireland Genesys Cloud Services, Inc. Full time

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: Staff Product Manager – Work Automation
Department & Team: Growth & Ecosystems - Work Automation
Location: Galway (Flexible) or Virtual (Ireland)

Summary:
Are you excited about AI agents, Automation and Cloud and want to revolutionize the way companies engage with their customers? Then you will love working as a Product Manager at Genesys.

You will play a critical role in leading the development and delivery of the next generation of our Genesys Cloud CX Work Automation technology. Over recent years there has been an explosion in the volume of customers contacting organizations and the number and range of channels they utilize. We offer a range of industry leading customer experience automation solutions for Voice and Digital channels, both traditional and AI powered.

As a Staff Product Manager, you will bring your business acumen and technical skills to the Genesys Cloud CX team. You should be collaborative and a critical thinker. In this role, you are a central figure in helping Genesys deliver an offer that enables best in class customer journeys to the end customers. This critical role will focus on building innovative solutions that enhance supervisor productivity and streamline customer service operations, including providing real-time insights into customer service performance.

What you will do:

  1. Lead components and essential experiences of the Genesys Cloud CX Work Automation offering, from both functional and business perspective, with a key focus on the Supervisors' user experiences.
  2. Develop a deep understanding of customer service managers/supervisors' pain points, workflows and goals.
  3. Lead cross-functional teams through all stages of the product lifecycle (Discovery, Delivery, Operations).
  4. Define and prioritize product requirements, user stories, and acceptance criteria.
  5. Build strong relationships and coordinate with supporting organizations, including product management, sales, development, support, IT operations, finance and legal.
  6. Emphasize with the customer and champion their needs.
  7. Support sales enablement, marketing, and assist with key deals.

Skills & Qualifications:

  1. 7+ years' experience with enterprise software product management, with a focus on workflow automation, contact center technologies, or productivity/automation tools for managers.
  2. Proven track record of delivering successful products and features that drive customer and business outcome in an enterprise B2B setting.
  3. Strong understanding of the customer service domain, including contact center operations, and supervisor workflows and pain points.
  4. Familiarity with AI/ML technologies and their applications in workflow automation.
  5. Extensive experience leading cross-functional teams through ambiguity using modern design and product methodologies (e.g. Design Thinking).
  6. Proficiency in product management tools and frameworks (e.g., Agile, Jira, Confluence).
  7. Experience with low code/ no code platforms/ products.
  8. Experience with Genesys Intelligent Work Distribution offering (a plus).
  9. Superior written and oral communication skills.
  10. Ability to work in a fast-paced, agile environment.
  11. BS/BA in Computer Science, Engineering or equivalent experience.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.

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