Staff Cloud Product Manager

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they've been hired to do: their very best. Your potential is waiting; why are you?

Join our established organization as a Product Manager for Callback and make an impact on customer experiences. If you have a passion for helping customers, sales, marketing, and engineering, and understand the value of Contact Center Callback, we want to hear from you. As a Product Manager, you will bring your business acumen and technical skills to the Genesys Product team, playing a critical role in defining use cases for the development and delivery of the Genesys Cloud Callback solution.

Key Responsibilities:

• Conduct customer discovery and usability sessions to validate the value and demand for Contact Center Callback solutions.
• Interact with prospects and customers to deeply understand their needs and capture key user stories and requirements.
• Collaborate and facilitate discussions with internal stakeholders, including product, engineering, design, and experienced professionals, to improve consensus on product direction.
• Provide clear direction and guidance throughout the development, implementation, documentation, and delivery phases of the product.
• Evangelize and effectively communicate existing and upcoming features to customers and field teams.

Must-Have Skills and Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Minimum of 5 years of experience in a product management role.
• Experience working in the Call Center space, with a strong understanding of contact center operations and dynamics.
• Familiarity with cloud-based solutions and their implications for scalable and flexible deployments.
• Demonstrated ability to tackle complex problems with multiple constraints, employing sound judgment to assess risks, and articulate your ideas effectively through well-structured, data-informed narratives.

Nice-to-Have Skills:

• Knowledge or familiarity with outbound campaigns and contact list management.
• Understanding of the compliance landscape related to outbound communications in various industries, such as sales, marketing, collections, healthcare, and insurance.
• Familiarity with key performance indicators (KPIs) critical to the success of outbound contact centers.
• Successful experience with Customer Experience solutions, such as Contact Center or CRM solutions, is advantageous.

Join our collaborative and innovative team, where each member's contributions drive consistent innovation. As a Product Manager, you will collaborate closely with product designers and engineers, discovering effective solutions and working together to deliver them to the market. We value your expertise and offer a supportive environment that encourages creativity and growth.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$127,400.00 - $264,600.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

About Genesys:

Every year, Genesys orchestrates billions of 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.

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.

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.