Product Management
180001E7 Requisition #
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At Genesys, we empower companies to create exceptional omnichannel experiences, journeys, and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes.


As a Product Manager in our Digital group, you will play a critical role in taking our AI-powered products and solutions to the next level.  Your focus will be on defining and creating products that are easy to use and deliver magnificent business outcomes for our customers. You will assess market needs to define the strategy and feature set of our products, working closely with our talented engineers to guide development and delivery. The ideal candidate will have experience bridging the business and technical worlds with strong leadership, business acumen, and technical skills. 


Genesys Product Managers are responsible for growing revenue-generating opportunities through new product development and commercialization programs. In this role, you will be responsible for coordinating with both business leaders and product/development teams, including offer definition, development, pricing, product marketing, and sales.  It’s your responsibility to ensure that we are successfully developing offers that enable best-in-class digital customer journeys, powered by AI. 


You must be collaborative and a critical thinker, with the ability break down complex problems and clearly articulate requirements and business outcomes.  The ideal candidate is analytical and resourceful with previous experience delivering AI, digital or customer engagement software products.  This person loves to work with people across the business, geeks out on new learning opportunities and technologies, and thrives in a fast-paced environment by embracing change and ambiguity, not as risk but as opportunities to create greatness.


Key Responsibilities:

  • Develop a market strategy for your products and be accountable for the prioritization and execution of your product roadmap in collaboration with R&D.
  • Collaborate and define components of the Genesys Digital product line, from both functional and business perspective, with a key focus in AI-powered rules, predictive engagement, next best action services, and omnichannel customer journeys.
  • Partner with key stakeholders across our company and our customers to capture detailed requirements, test hypothesis, and enable adoption and support – most notably our Altocloud, Digital, AI, Analytics, and Data teams.
  • Define and actively manage product requirements in our Aha! product roadmap system and communicate with the engineering teams on a daily basis to ensure clarity and quality of deliverables.
  • Manage day-to-day activities required for the success of your products and ensure that activities and deliverables are executed in a timely fashion with high quality.
  • As part of commercialization efforts, define and execute on requirements with supporting organizations, including sales, marketing, development, support, IT operations, finance and legal.
  • Support account teams in customer meetings by providing subject matter expertise and presenting roadmaps.
  • Determine packaging and pricing options based on market data.
  • Support PM feature-level revenue forecasts through model development.
  • Proactively seek out and identify new business and revenue opportunities.
  • Ensure offers are cohesive, easy to understand and compelling.


Minimum Requirements:

  • 7+ years of professional experience, with 4+ years working in product management.
  • Experience working directly with software development/engineering groups.
  • Strong understanding of digital features and technology that impact customer experience and customer contact centers.
  • Ability to prioritize issues effectively and meet tight deadlines when required.
  • Ability to work with a high performance, cross-functional team.
  • Strong technical background and ability to drill into the details to determine the best solution for our customers.
  • Ability to manage ambiguity, build consensus toward solutions, and defend a chosen strategy to various stakeholders.
  • Excellent executive-level communication and presentation skills.
  • You are curious, self-driven, and ask the right questions.
  • BA/BS required.



Desirable Skills:

  • Preference will be given to candidates with experience in customer engagement, digital, AI, and data lake solutions.
  • Preference will be given to candidates who have worked in agile technology organizations.

About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, disability, veteran status, and other protected characteristics#LI-DK1 


Information collected in response to this posting will be stored for recruitment purposes only. Our Privacy Notice [https://www.genesys.com/company/legal/privacy-policy] contains information on what data we store, how we store it, and what your rights are regarding your data.


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