190001AL Requisition #

Genesys, Contact Center and Customer Experience leader trusted by thousands of customers for 20+ years, is investing in Artificial Intelligence technology. AI supports a variety of new and differentiating use-cases in many domains of Customer Experience and is expected to disrupt in depth our industry. The Conversational AI Product Management team at Genesys is growing fast and seeking a talented Product Manager to help the team solve some of the most pressing and challenging business problems at one of the top private B2B software companies in the world.  

As a Product Manager in the AI Product Organization, you will sit in the middle of multi-disciplinary teams and are expected to work cross-functionally to create differentiated offers which set Genesys apart from the competition. In this role, you will be responsible for coordinating with both business/partner leaders and product/development teams, including offer definition, agile development, and ongoing coordination/communication to ensure they successfully develop and commercialize an offer that enables best in class customer journeys to the end customers. Your leadership, business acumen and technical skills will be critical in helping Genesys consolidate its leadership position in customer experience orchestration with its AI-powered systems. 

The Conversational AI product management team strives to:

  • Understand overall self service, bot, automation and employee assistance industry trends as well as the growing role played by artificial intelligence and machine learning.
  • Allocate funding against the most strategic AI-powered solutions that help Genesys maintain and grow its position as a conversational orchestrator.
  • Bring to market AI powered products that address use cases across self service, orchestration and employee optimization.
  • Oversee AI partnerships and acquisitions from a product perspective.
  • Think as entrepreneurs, ideate and prototype to uncover the next generation of AI-powered use cases at Genesys.
  • Be a leader and a contributor to cross-functional teams (Marketing, R&D, Sales, Professional Services…) and work effectively with shared objectives to deliver the best AI-powered products to the market.
  • In this role you must be collaborative and precise, with a service-oriented attitude, and able to drive progress on multiple assignments simultaneously. You must think critically with an entrepreneur mindset, and have the ability to break down complex problems.

Key Responsibilities:

  • Initially, take ownership of Agent Assist and Knowledge Management products and define, drive and bring to market differentiated use cases in high demand.
  • Drive Conversational AI-powered product activities from early stage concept validation to full cross-functional commercialization, with an inquisitive, innovative mindset that helps Genesys accelerate bringing products to market and differentiate against competitors.
  • Identify and collaborate closely with initial customers to identify Conversational AI use cases to iterate and quickly improve Genesys offer.
  • Collaborate with wider organization across several platforms and product categories to ensure products address customer needs and ensure adoption.
  • Think creatively about ground-breaking AI innovations as well as enhancements to existing rules based products at Genesys, leveraging inputs from internal innovation contests, customer ideas or market trends.
  • Define and actively manage product requirements in our Aha! product roadmap system with inputs and constant iterations with other platform PM leads that will consume this innovation.
  • Support account teams in customer meetings by providing subject matter expertise and representing Genesys Artificial Intelligence product strategy and execution.
  • Facilitation of leadership strategic planning activities, starting with summarizing and simplifying complex market research, competitive intelligence, and financial analysis.
  • You must be able to quickly form productive and positive working relationships with staff with varying technical and business backgrounds and skill levels across cross-functional teams.
  • Ability to work effectively with distributed teams (US, Europe, India) and travel as needed (no more than 20% to 30% of the time)

Minimum Requirements:

  • Computer Science or quantitative undergraduate or masters degree
  • 5+ years of relevant experience ranging from contact center and digital solutions, to machine learning, natural language and speech technologies with hands on experience of customers self service and automation needs and a strong understanding of their goals.
  • Strong organizational skills. Experience managing cross functional project teams.
  • Strong written and verbal communications skills, and eager learner.
  • Experience in AI / Machine Learning technology and Big Data.

Desirable skills:

  • MBA, or similar advanced business degree.
  • Experience in collecting competitive intelligence, market requirements and developing strategies and business cases per market segments.
  • Understanding of the Agile Development and Enterprise Processes.
  • Experience in Cloud solutions and operations.
  • Knowledge of Knowledge Management or Employee Optimisation solutions.
  • Knowledge of Genesys, Contact Center and Customer Experience Solutions.

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. 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, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.#LI-DK1

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