Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. 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.Sr. Product Owner Job DescriptionA product owner is the servant leader responsible for defining the user stories based on customer pain points, conducting market research, and considered the “product expert” and supporting team in developing realistic customer roadmaps. A key duty this role performs is that of funneling work to Agile delivery teams - ensuring a load-balanced approach is used for project assignments. Owns the decomposing of Genesys use cases into user stories with sample acceptance criteriaOwns sample release roadmaps for team to leverage at initial customer Discovery/Kickoff sessionsConducts market research to ensure release plans and user stories are reflective of customer needsDrives customer requirements discussions and composing user stories/building backlogClosely partners with Genesys Product teams for knowledge of product roadmapsClosely partners with Genesys Use Case creation team for continuous improvement and feedback for use case updates and interpretation/education to customers and delivery teamsActs as a coach/mentor for delivery team Product OwnersEssential Duties:Define user stories from Genesys Use Cases and additional customer requirementsDevelop sample Release Roadmaps to be used during initial customer Discovery sessionsSupport Agile delivery teams, especially during initial backlog creation and on-going backlog refining sessions; help teams prioritize functionality to maximize customer valueUnderstand customer needs, business goals, and the market (perform market research); high interaction with external customers to be considered the product expertServe as an escalation point for delivery teams experiencing issues with product gapsRepresent Professional Services to Genesys Product ManagementUnderstands core product innerworkings and able to conduct product demosAs a part of the Scrum of Scrums team ensure alignment, cross-functional communication, and lessons learned are sharedSupport the delivery team using a servant-leadership style whenever possible and lead by example.Provides feedback and continuous improvement recommendations to the Genesys PS Delivery Methodology with feedback to Value Management Office (VMO)Sr. Product Owner Required Skills/Experience:Successfully completed an accredited Product Owner/Product Manager certification class or equivalent Genesys PS class.Exceptional soft skills and above-average Emotional Intelligence, meaning: application of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and transparency.Ability to be customer-facing and ability to translate customer needs and business goals/objectives into technical workGood knowledge of core Genesys products and ability to conduct customer demosAbility to provide realistic yet creative solutions for customer problems that delivery teams can implementAbility to be the voice of customer back to delivery teamsBrief and concise writing stylePreferred Skills/Experience (Any of these is a plus):Experience in playing the Product Owner role for at least two years for a software development team that was diligently applying Scrum principles, practices, and theory. Three to five years as a Sr. Business Analyst or Business Consultant in an IT departmentExperience in Agile tools such as JIRA, Azure DevOps, etc. that can be applied to the Genesys PS tool: Genesys Project.Excellent communication and mentoring skills.Ability to visually translate conceptual ideas; use of Mock-Ups, Designs, and/or PowerPoint to convey complex concepts to novice up to expert levelsMultiple years of Contact Center experienceProduct Owner Job DescriptionA product owner is a servant-leader responsible for maximizing the value of the products created by a Scrum Team.Manage Product Vision representing the “what” and “why”Ensures the outcomes of the SOW are accurately reflected in the Release PlanResponsible for the creation and maintenance of a prioritized Product BacklogCollaborate with the delivery team on User Story creation and acceptance criteriaEnsures responsible parties conduct User Acceptance testing and/or sign-offActs as point of contact between the delivery team and all others Essential Duties:Ability to incorporate feature and functionality requests into release roadmap that provides value to the customerAbility to communicate the concept of Minimal Viable Product “MVP” to the customer and delivery team and gain buy-inAbility to refine and prioritize backlog of work in advance of planning sessions in collaboration with the Scrum MasterConduct Customer requirements/discovery sessionsDevelop user stories and define testable acceptance criteriaSet sprint goalsFollow progress of work and address production issues during sprints; helps team prioritize between production support and new development work, when applicable.Analyze preferences and requests of end usersPossess a continuous improvement mindset that will help Genesys PS refine our Agile Delivery Model based on results and customer feedbackCollaborate with the Scrum Master, especially on refining and maintaining the Product Backlog.Support the delivery team using a servant leadership style whenever possible and lead by example.Provides feedback and continuous improvement recommendations to Genesys Product Management and the Genesys PS Value Management Office (VMO)Product Owner Required Skills/Experience:Successfully Completed an accredited Product Owner certification class or equivalent Genesys PS class.Strong soft skills and above average Emotional Intelligence, meaning: application of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency.Ability to be customer-facing and communicate Agile principles in terms that customers and delivery teams of varying levels of Agile maturity can understand.Good knowledge of core Genesys products and ability to conduct customer demosPreferred Skills/Experience (Any of these is a plus):Experience in playing the Product Owner role for at least one year for a software development team that was diligently applying Scrum principles, practices, and theory. Applicable knowledge of the technologies used by the team.Successfully completed an accredited Product Owner certification class.Two+ years of successfully leveraging virtual/remote team members in a high-performing environment.Experience in Agile tools such as JIRA, Azure DevOps, etc. that can be applied to the Genesys PS tool: Genesys Project.Excellent communication and mentoring skills.Compensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $113,050.00 - $221,850.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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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