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Marketing & Business Development
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220000VQ Requisition #

Job Description:

Title: Product Manager

If you love customers and understand the value of Contact Center Callbacks, and thrive in helping customers, sales, marketing and engineering in an established organization, then we are looking for you.  As Product Manager for Callbacks, you will bring your leadership, business acumen, and technical skills to the Genesys Product team. You will play a critical role in defining use cases for the development and delivery of the Genesys Cloud Callback solution.

You should be collaborative and a critical thinker as the role requires close working relationships with internal development and delivery teams as well as customer facing teams and customers themselves.  Callbacks enable customers to leave a request for a return call from the contact center. These requests sit in queue like a call and offer the agents the ability to call back the customer.  While each member of the product team may be accountable for a specific risk, we look for product managers that understand that consistent innovation is the result of each member of the product team contributing their passion and their ideas.  The product manager must collaborate closely with her product designer and engineers to discover effective solutions, and then work together to deliver those solutions to market.

Key Responsibilities

  • Conduct customer discovery and usability sessions to validate value and demand
  • Interact with prospects and customers to understand needs and capture key user stories and requirements
  • Collaborate and drive discussions with key stakeholders in product, engineering, design and field experts to build consensus
  • Provide leadership and guidance during development, execution, documentation and delivery
  • Evangelize and communicate existing and upcoming features to customers and field teams
  • Analyze feedback and measure adoption and usage to adapt product strategy and roadmap
  • Research and stay informed about competitors and trends 
  • Exhibit creativity, passion and persistence for the product and your ideas

Minimum Requirements

  • BS degree in Computer Science, Engineering or equivalent
  • 2+ years of experience working in product management or a technical role
  • Ability to prioritize activities effectively and meet deadlines 
  • Demonstrated understanding of the techniques and methods of modern product discovery and product delivery.
  • Demonstrated ability to figure out solutions to hard problems with many constraints, using sound judgement to assess risks, and to lay out your argument in a well-structured, data-informed, written narrative.
  • Roadmap and Requirements: Translate market, customers and business problems into product requirements with strong business justification
  • Experience working with software engineering teams throughout the development lifecycle
  • Solid technical background with the ability to drill into the details with engineering to determine the best solution for our customers
  • Strong oral and written communication skills
  • Strong leadership and organizational skills
  • A fast learner that is highly motivated, persistent and a self-starter

Desirable Skills

  • Knowledge/familiarity with outbound campaigns and contact lists management.
  • Understanding of current compliance landscape as it relates to outbound communications across industries such as sales and marketing, collections, healthcare, and insurance
  • Understanding of KPIs critical to the success of outbound contact centers
  • Experience with delivering cloud-based solutions using AWS technologies
  • Successful track record in Customer Experience solutions, like Contact Center or CRM solutions, is an advantage.

Benefits 

  • Medical, Dental, and Vision Insurance
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance 
  • Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/                                                                      

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Covid-19:

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.

 

Reasonable Accommodations: 

Genesys is committed to providing an inclusive barrier-free environment, starting with the hiring process. 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.  

 

About Genesys:

Every year, Genesys® orchestrates more than 70 billion 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

 

Genesys is an equal opportunity employer committed to diversity 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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