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Product
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2200021Q Requisition #

Title: Senior Product Manager, Workforce Management

We are a group of passionate product managers focused on delivering a world class Workforce Engagement suite as part of our larger Genesys Cloud contact center offering.  We are looking for a highly motivated, talented, and results-oriented Senior Product Manager to join our group to help drive the Workforce Management features of the product.

Genesys Cloud Workforce Management is a rapidly evolving, AI powered product with features tailored to multiple personas in the contact center including forecasters, planners, intra-day managers, supervisors, and agents.  We aim to provide fully optimized, scalable, and innovative resource management capabilities and experiences via both desktop and mobile apps that are seamlessly integrated with the Genesys Cloud platform.

As a Senior 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 workforce engagement or product management, combined with solid understanding of current cloud-based software, web technologies and user experience. 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 comfortable with providing input to speed up key decisions.

Key Responsibilities: 

  • Conduct customer discovery and usability sessions to validate value and demand
  • Capture and document user stories and requirements to define functionality
  • Drive discussions with key stakeholders in product, engineering and field experts to build consensus
  • Collaborate with UX and engineers to define user interfaces and interactivity
  • Provide leadership and guidance during development, execution, documentation and delivery
  • Evangelize and communicate existing and upcoming features to customers and field teams
  • Manage public beta programs for new features with existing customers
  • Analyze feedback and measure adoption and usage to adapt product strategy and roadmap
  • Research and stay informed about competitors and trends within our market and industry
  • Exhibit creativity, passion and persistence for the product and your ideas

Minimum Requirements: 

  • Undergraduate degree
  • 5+ years of experience working in product management role, a technical role, or a customer facing role such as professional services
  • 3+ years of relevant product experience ranging from workforce management, forecasting, capacity planning or workforce engagement
  • 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:

  • Experience with delivering cloud-based solutions using AWS technologies
  • Computer Science or Engineering undergraduate degree
  • Experience interacting with customers and partners
  • A keen eye for design and UX, with product experience that includes user interfaces
  • Ability to create low fidelity mockups to test and validate ideas quickly
  • Master of Business Administration or similar advanced degree

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: 

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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