Research and Development
200000DR Requisition #

Looking for an experienced Product Manager with building social messaging solutions! This isn't a marketing type of role. You must have experience with social channels as a product manager - building features related to social public channels. If this is you, apply today!


As a Product Manager, you will bring your leadership, business acumen, and technical skills to the Genesys Cloud team. You will play a critical role in the definition, development and delivery of Genesys Cloud solutions. In this role, you will usher features through all phases of product development with primary responsibilities on feature requirements definition, project planning, managing schedules, facilitating conflict resolution, identifying and communicating risk, building and managing a product roadmap and coordinating tasks involving dependencies within cross-functional teams.  You will add value by ensuring that the features delivered meet quality standards, solve stated business problems and are completed in a timely manner within scope project deliverables.



Key Responsibilities:

Collaborate and define components of Genesys Cloud solutions, from both functional and business perspective, with a key focus in Social Media Channels: 

  • Social Media Channels – public channel support (Facebook Posts, Instagram, Twitter Tweets etc.) 
  • Customer Journey with Digital Interactions 
  • Omni-Channel Interactions 
  • Seamless Channel switching including private to public social channel switching 
  • Conversation threading 
  • Build and manage a product roadmap 
  • Work with customers, vendors and product management team to define product features 
  • Define and execute on requirements with supporting organizations, including product management, sales, development, support, IT operations, finance and legal 
  • Provide visibility to feature status and escalates issues to senior management 
  • Plan and track release milestones for feature releases 
  • Work closely with Product, Development, and Quality Assurance management to ensure successful feature delivery 
  • Identify needs, create, and deliver sales enablement training material 
  • Create and deliver clear and concise customer facing documentation outlining delivered solutions 
  • Remove obstacles blocking or slowing down the teams 
  • Manage multiple projects at one time 
  • Develop and improve processes, communicate plans and achievements, and facilitate project meetings

Minimum Requirements:

  • BA/BS required 
  • Experience in Cloud solutions, with strong background in product management and cloud operations 
  • 4+ years of experience working in a Product Manager capacity working on enterprise software life cycle development 
  • Experience working with Social Media Channels and Social Media vendors 
  • Strong bonus if you bring validated experience using or product managing a Social Media monitoring, Social Media engagement or Social customer care cloud platform 
  • Fluency reading and understanding API and developer documentation 
  • Experience delivering Customer Experience or Customer Engagement solutions 
  • Ability to prioritize issues effectively and meet tight deadlines when required 
  • Ability to lead a high performing, cross-functional team 
  • Ability to manage the work and quality of other cross-functional team members 
  • Ability to resolve conflict within a project team 
  • Strong analytical and problem-solving skills 
  • Strong Project management skills 
  • Ability to actively listen and learn 
  • Ability to multi-task, prioritize and be detail oriented 
  • Ability to work in a team environment 
  • Ability to take initiative and be proactive 
  • Ability to work independently and be resourceful 
  • Ability to manage multiple projects and coordinate with other Product Managers 
  • Critical thinker with excellent communication skills, written and verbal 

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 Service 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 Cloud™, 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-TL1

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