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 are setting up a new team of passionate product managers with an initial focus on large complex enterprises and BPOs as part of our Multi Region and Multi Org Genesys Cloud contact center platform program. We are looking for a highly motivated, talented and results-oriented Product Manager to join our group to drive and expand our capabilities in this area.Our vision is to deliver new capabilities specifically to target and support large, complex enterprises and BPOs that have large-scale and complex requirements that utilize multiple regions and multiple instances of Genesys Cloud. These capabilities will span management and operation of large volumes of orgs (instances) globally, business continuity and redundancy (DR & BCP, load balancing) and intelligent interoperability between orgs. We are seeking to create new and compelling offers and capabilities that will resonate and drive adoption within these industry and complex segments.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.The right candidate possesses a strong background in customer experience, CCaaS, large and complex enterprises, and BPOs and has worked in either a development or product management capacity. They should also have a solid understanding of cloud-based software technologies and intuitive user experiences. Also, the candidate should have a track record of timely delivery of projects, be willing to dig in and get the job done, and be a fast learner.Key Responsibilities: Conduct customer discovery and usability sessions to validate value and demandInteract with prospects and customers to understand the needs to capture key user stories and requirementsCollaborate with UX and engineers to define user interfaces and interactivityDrive discussions with key stakeholders in product, engineering, and field experts to build consensusProvide leadership and guidance during development, execution, documentation, and deliveryEvangelize and communicate existing and upcoming features to customers and field teamsManage public beta programs for new features with existing customersAnalyze feedback and measure adoption and usage to adapt product strategy and roadmapResearch and stay informed about competitors and trends within the CX, BPO, and industry marketsExhibit creativity, passion, and persistence for the product and your ideasMinimum Requirements: Computer Science or Engineering undergraduate degree2+ years of experience working in product management or a technical role2+ years of relevant product experience related to Customer Experience/CCaaS, BPOsExperience with complex enterprise concepts, including hierarchical structures, multiple instances, federation, SaaS licensing and commercial models, large-scale use cases, and DR/BCP.Experience working with software engineering teams throughout the development lifecycleSolid technical background with the ability to drill into the details with engineering to determine the best solution for our customersStrong oral and written communication skillsStrong leadership and organizational skillsA fast learner who is highly motivated, persistent, and a self-starterDesirable Skills:Experience with delivering cloud-based solutions using AWS technologiesExperience interacting with customers and partnersA keen eye for design and UX, with product experience that includes user interfacesOur Benefits:Flexible work schedules and work-from-home optionsDevelopment and career growth opportunitiesExcellent pension schemeBonus schemeHealth InsuranceIncome Protection & Life AssuranceIf 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 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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