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.We have an excellent new opportunity to join our team as a Sr Product Manager based from Hungary.Genesys, Contact Center and Customer Experience leader trusted by thousands of customers for 20+ years, is investing in Artificial Intelligence technology. The Genesys Product Management organization is hiring a Product Manager whose main responsibility will be to drive feature delivery within our Web & Mobile Engagement portfolio, allowing brands to connect with their customers via native Business Messaging, Digital Bots, and Knowledge Articles, all being personalized based on Journey Context and Proactive Offers orchestrated by our Predictive Engagement engine, using machine learning to analyze and proactively engage customers in real time, to drive the best next step in their journey, and delivering personalized customer experiences at scale.As a Product Manager, you will work closely with customers, engineers, designers and other product managers to define, drive and execute the strategy and roadmap through well thought out business requirements and daily focus on execution to make the team’s vision a reality. Your product responsibility will include driving roadmap for Knowledge and Content Management related to Chat & Messaging, and personalizing customer experiences for our Web & Mobile Messenger Framework, supporting rich conversations with Digital Assistants & Bots.What you will need to be successful in this roleAn ideal candidate will have a demonstrated ability to lead without authority, will enjoy planning and directing work, and will have a passion for using Design Thinking techniques to identify, and help solve user problems. You will have experience collaborating with development and UX teams to successfully drive enterprise applications from concept to market, be comfortable managing ambiguity and with providing input to speed up key decisions. The role will suit a critical thinker who loves the challenge presented by complex problems.You will have a strong product management background, experience leading technical projects, and have a well-rounded background in current SaaS technologies. An understanding of the contact center domain, as well as chat, messaging, machine learning and related concepts are an advantage, but not required.What you will doAnalyze market research to define competitive landscape and articulate to the broader team. Uncover customer pain points and identify market opportunities. Define product user personas, as-is and to-be workflows. Collect customer, market and functional feedback to refine and improve future iterations of the offer.Be a source of domain expertise for the delivery team, elaborating on work items as needed and soliciting additional input from subject matter experts when appropriate. Coordinate workshops or other Design Thinking activities to drive out user problems and ideate on solutions.Collaborate with product management and other product managers, especially on alignment to strategic themes and managing requirements dependencies with other teams. Represent the delivery team in interactions involving stakeholders, bridging any needed communication between the two.Identify and prioritize the key features which need to be packaged into the offer and ensuring the offer reflects business objectives across Genesys platforms. Capture and document high-quality business requirements and work with the engineering and UX teams to deliver.Support Commercialization activities depending on the launch phase. Coordinate with all internal customers involved in the process: product marketing, sales and sales support, professional services, care, partners.Participate in planning activities that shape our near- and long-term AI product direction.What you will bring to the roleUndergraduate or master’s degree in Computer Science, Product Design, business or related discipline.At minimum 5 years of prior relevant product experience.Proven history of writing and communicating business requirements and working with development teams to deliver.Understanding of Agile Development and Design Thinking principles and practices.A proven ability to prioritize and manage your time and backlog to accelerate the delivery of solutions to customers. Strong organizational skills. Experience working as a part of cross functional project teams.Strong written and verbal communications skills, and eager learner.Desirable skillsMBA, or other relevant postgraduate qualification.Experience in collecting competitive intelligence, market requirements and developing strategies and business cases per market segments.Experience with Web or Mobile technologies, including basic HTML, JavaScript and API concepts.Experience in AI / Machine Learning technology and Big Data.Experience in Cloud solutions and operations.Knowledge of Genesys, Contact Center and Customer Experience Solutions.#LI-CE1 #LI-Hybrid #LI-OnsiteIf 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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