📁
Research and Development
📅
1900017P Requisition #

As a Sr. Product Manager, you will bring your leadership, business acumen, and technical skills to the Genesys team.   You should be collaborative and a critical thinker. You will play a critical role in the development, delivery and future of our Genesys Cloud customer experience product lines including Genesys Cloud. In this role, you will be responsible for coordinating with both business/partner leaders and product/development teams, including offer definition, development, sales enablement, and ongoing coordination/communication to ensure they successfully develop and sell an offer that enables best in class customer journeys to the end customers.  In particular this role focuses on the UI, Administrative, supportability aspects of the Genesys Cloud platform.


Key Responsibilities:

  • Collaborate and define capabilities of the Genesys Cloud Platform UI, from both functional and business perspective, with a key focus in providing a comprehensive, easy to understand and use.
  • Develop and oversee strategy that ensures proper market fit for Genesys Cloud administration for Commercial and Enterprise customers including BPO (Business Process Outsourcers).
  • Define and execute on requirements with supporting organizations, including product management, sales, development, support, IT operations, finance and legal.
  • Identify needs, create, and deliver sales enablement training material.
  • Support commercial/contractual efforts.
  • Proactively seek out and identify new business and revenue opportunities.


Technical Enablement:

  • Develop tools & instrumentation to ensure rich data is available on customer usage.
  • Leverage captured usage data and country-specific regulatory compliance guidelines to define requirements for billing metrics engine.
  • Enable customer visibility into product usage & configurations.


Business Transformation:

  • Evaluate and promote new business models, bundles and tiers.
  • Ensure compatibility with existing financial and business systems.
  • Partner with marketing & sales to deliver sales tools to support new GTM strategies.


Optimization:

  • Determine supportability needs of Customers, Partners and internal support organizations.
  • Ensure offers are cohesive, easy to understand and compelling.
  • Ensure supportability is considered across the Genesys Cloud & develop a roadmap across Genesys Cloud relating to supportability.



Minimum Requirements:

  • 5+ years of experience in Cloud solutions, with strong background in product management and cloud operations.
  • 2+ years of progressive Go-To Market, product marketing and solution experience working directly with clients and partners.
  • 2+ years Contact Center/Customer Care industry experience.  Preferred in the area of CC operations and administration.
  • Strong understanding of UX Frameworks and best practices in the cloud.
  • Ability to prioritize issues effectively and meet tight deadlines when required.
  • Ability to lead a high performance, cross-functional team.
  • Ability to manage the work and quality of other cross-functional team members.
  • BA/BS required.


Desirable Skills:

  • Experience managing cross functional project teams.
  • Strong analytical and problem-solving skills.
  • Strong oral and written communication skills.


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.com, Twitter, Facebook, YouTube, LinkedIn, 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, sexual orientation, disability, veteran status, and other protected characteristics. 

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