Marketing & Business Development
23000003 Requisition #

Staff Product Manager, Conversational AI Orchestration - Job Description


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 the industry in depth. The Genesys Product Management organization is hiring an experienced Product Manager whose main responsibility will be our Architect product line.


AI is a catalyst for understanding customer interactions, improve business operations, predict actionable insights and enable the human workforce. In the AI Product Organization, you will work the strategy around our industry-leading capabilities for Conversational and Agent AI. You will work as part of a multi-disciplinary team and are expected to work cross-functionally with product/development teams and business/partner leaders. 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.


Genesys is looking for a highly motivated and talented product owner with a strong combination of soft and technical skills. The ideal candidate will have deep understanding of intelligent service automation (aka chatbots), a deep understanding of orchestrating automation across multiple systems, and deep empathy to simplify powerful user experiences.  The candidate will have demonstrated the ability to lead without authority, plan, and collaborating other PMs, and will have a passion for using business insights to help solve user problems.



What you will do:

  • Implement and maintain the product strategy, vision, and priorities for Architect Product line to ensure we lead the market for intelligent self-service.
  • Align internal and external teams on product vision and strategy. 
  • Take the lead role as product expert with customers and customer-facing (pre and post) teams to evangelize, position, and communicate the benefits and functionality we deliver.
  • Exercise all aspects of Design Thinking, including interviewing, requirements gathering, empathy mapping, brainstorming, storyboarding and feedback loops.
  • Establish priorities, drive and measure progress on activities.
  • Clearly translating product strategies into detailed requirments.
  • Collaborating with design, and engineering to prioritize and deliver products and features to market. 
  • Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
  • Coordinate with marketing, sales, customer success, finance, and others to ensure our  products are a coherent offer that is easy to sell, drive adopt and growth.



What you will bring to the role:

  • Bachelor's degree in Computer Science, Data Science, Business, or equivalent related professional experience
  • 7 years+ of prior relevant experience.
  • Strong organizational skills. Experience managing a product team.
  • Strong written and verbal communications skills, and eager learner.
  • Proven ability to communicate to a technical and non-technical audience.
  • Experience with AI technologies
  • Experience with live agents and chatbot technologies


Desirable skills would include:

  • MBA, or similar advanced business/technical degree
  • Experience with messaging/chat/social media engagement
  • 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 with agile software development, such as Scrum and Kanban
  • Experience with API based integrations across backend systems.
  • Experience in Cloud/SaaS solutions and operations

Reasonable Accommodations: 

Genesys is committed to providing an inclusive barrier-free environment, starting with the hiring process. 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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