📁
Engineering
📅
180001BI Requisition #
📅
1308 Total Views
Apply for Job
Recommend to a Friend
Sign Up for Job Alerts

Job Summary:

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


As a Senior Product Manager in our Inbound group, you will bring your leadership, business acumen, and technical skills to the Genesys Product team.  You will play a critical role in leading our omni-channel inbound routing capabilities for the Genesys PureCloud platform.  You will work closely with our existing Inbound product managers and talented engineers to guide development and delivery of Artificial Intelligence based omni-channel routing capabilities, bridging the business and technical worlds with your leadership, business acumen, and technical skills.


In this role, you will be responsible for developing and articulating our Inbound routing algorithms including the role of Artificial Intelligence with both business leaders and product/development teams, including offer definition, development, finance, product marketing, and sales. It's your responsibility to ensure that we are successfully developing and selling offers that enable best-in-class routing across all channels driving key business outcomes. You must be collaborative and a critical thinker, with the ability break down complex problems and clearly articulate requirements and business outcomes.


Key Responsibilities:

  • Collaborate and define components of the Genesys Inbound Omni-Channel routing product line, from both functional and business perspective, with a key focus in Automation and Artificial Intelligence across the breadth of channels. 
  • Define and actively manage product requirements in our Aha! product roadmap system and communicate with the engineering teams and fellow product managers on a daily basis to ensure clarity and quality of deliverables.
  • Define and execute on requirements with supporting organizations, including product management, sales, marketing, development, support, IT operations, finance and legal.
  • Support account teams in customer meetings by providing subject matter expertise and presenting roadmaps.
  • Identify needs, create, and deliver sales enablement training material.
  • Determine packaging and pricing options based on market data.
  • Support commercial/contractual efforts.
  • Proactively seek out and identify new business and revenue opportunities.
  • Ensure offers are cohesive, easy to understand and compelling.
  • Support PM feature-level revenue forecasts through model development.

Minimum Requirements:

  • 4+ years of experience working within the contact center or customer experience space.
  • 4+ years of experience working in product management, technical role or organizational/operational consulting role.
  • Experience working with software development groups.
  • Ability to prioritize issues effectively and meet tight deadlines when required.
  • Ability to work with a high performance, cross-functional team.
  • Strong customer service operational background and ability to drill into the details to determine the best solution for our customers.
  • Strong analytical and problem-solving skills.
  • Strong oral and written communication skills.
  • You are curious, self-driven, and ask the right questions.
  • BA/BS required.

Desirable Skills:

  • BA/BS in Computer Science, Information Science, or a related technical field.
  • Experience managing cross functional project teams.
  • Ability to prioritize issues effectively and meet tight deadlines when required.
  • Ability to influence and manage the work and quality of other cross-functional team members.
  • Strong analytical and problem-solving skills.
  • Strong oral and written communication skills.
  • Experience working with contact centers and contact center technologies.


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. #LI-BJ1


Previous Job Searches

Activity Feed

28278
Job shares through Genesys
Someone applied to the Curriculum Developer position. Less than a minute ago
Someone applied to the Account Director, Mid-Market position. 23 minutes ago
Someone applied to the Sr. Technical Support Engineer (Malaysia) position. 31 minutes ago
Someone applied to the Sr. Technical Support Engineer (Malaysia) position. 35 minutes ago
Someone applied to the Technical Support Engineer position. 54 minutes ago

Similar Listings

United States, Indiana, Indianapolis, Indianapolis

📁 Engineering

Requisition #: 1800017T

United States, Indiana, Indianapolis, Indianapolis

📁 Engineering

Requisition #: 180001FE

United States, Indiana, Indianapolis, Indianapolis

📁 Engineering

Requisition #: 180001EK