Staff Product Manager, BPOs

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?

We are setting up a new group of passionate industry product managers with an initial focus on large complex enterprises and BPOs as part of our industry-leading Genesys Cloud CX contact center platform. We are looking for a highly motivated, highly skilled, and results-oriented Product Manager to join our group to expand our capabilities in this area.

Our vision is to deliver new capabilities specifically to target and support large complex enterprises and BPOs (and other verticals) to allow us to create new and compelling offers and solutions that will resonate and guide adoption within these industries and complex segments.

As a Product Manager, you will work closely with customers, engineers, designers, and other product managers to define, steer and implement the strategy and roadmap through well thought out business requirements and daily focus on implementation to make the team's vision a reality.

The right candidate possesses a deep background in Customers Experience, CCaaS, complex enterprises, BPOs, and/or vertical industries and has worked in either a development or product management capacity. They should also have a thorough understanding of cloud-based software technologies and intuitive user experiences. Also, the candidate should have experience of timely delivery of projects, be willing to dig in and complete the project, and be a fast learner.

Key Responsibilities:

• Conduct customer discovery and usability sessions to validate the value and appeal
• Interact with prospects and customers to understand the needs to capture key user stories and requirements
• Collaborate with UX and engineers to define user interfaces and interactivity
• Facilitate discussions with key stakeholders in product, engineering, and field experienced professionals to improve consensus
• Provide direction and guidance during development, implementation, documentation, and delivery
• Evangelize and communicate existing and upcoming features to customers and field teams
• Guide 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 the CX, BPO, and industry markets
• Exhibit creativity, passion, and perseverance for the product and your ideas

Minimum Requirements:

• Computer Science or Engineering undergraduate degree
• 2+ years of experience working in product management or a technical role
• 2+ years of relevant product experience related to Customer Experience/CCaaS, BPOs, industry, and or verticals
• Experience with complex enterprise concepts including organizational structures, multiple instances, federation, SaaS licensing and commercial models, large-scale use cases, and DR/BCP.
• Experience working with software engineering teams throughout the development lifecycle
• Accomplished technical background with the ability to drill into the details with engineering to determine the best solution for our customers
• Excellent oral and written communication skills
• Outstanding motivation and organizational skills
• A fast learner that is highly motivated, perseverant, and a self-starter

Desirable Skills:

• Experience with delivering cloud-based solutions using AWS technologies
• Experience interacting with customers and partners
• A keen eye for design and UX, with product experience that includes user interfaces

#LI-AR1

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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.

$107,250.00 - $222,750.00

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:

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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.