Product Manager

Product Manager – Contact Center Technology (Genesys Cloud) Position Overview

We are seeking an experienced Product Manager with deep expertise in Contact Center Technology
, specifically Genesys Cloud
. The ideal candidate will bring strong functional and technical knowledge of Genesys workflows, self-service capabilities, and AI-driven automation. This role requires strong analytical skills, stakeholder management, and the ability to translate business needs into scalable technology solutions.

The candidate should have 7–10 years of experience in contact center systems, workflow analysis, chatbot/AI solution design, and API-driven integrations, with proven ability to drive digital transformation in customer engagement.

• Partner with business stakeholders to elicit, document, and prioritize requirements for contact center solutions.
• Analyze self-service workflows in Genesys Cloud and identify areas for improvement and automation.
• Define product backlog, create user stories, and manage acceptance criteria.
• Work on plain vanilla Genesys workflows and customize them to business needs.
• Leverage IVR applications to orchestrate API-based solutions for seamless customer support.
• Conduct workflow assessments to enhance customer experience and operational efficiency.

• Design and implement AI-powered Chatbots for handling common customer queries and reducing support tickets.
• Integrate conversational AI with Genesys to optimize customer engagement.
• Collaborate with data and AI teams to enhance bot intelligence and personalization.

• Act as a Product Owner, owning the roadmap for contact center solutions.
• Prioritize backlog items and ensure timely delivery by working closely with development teams.
• Ensure solutions align with enterprise architecture, compliance, and security standards.

• Bridge the gap between business teams, technical teams, and vendors.
• Communicate effectively with stakeholders at all levels to provide updates, insights, and recommendations.
• Facilitate workshops, demos, and user acceptance testing (UAT).

• 7–10 years of professional experience as a Product Manager in Contact Center Technology.
• Proven expertise in Genesys Cloud (GCX), including plain vanilla workflow setup and customization.
• Strong background in IVR applications and API-based integrations.
• Hands-on experience analyzing and optimizing self-service workflows in Genesys.
• Experience designing and implementing Chatbots / AI-based customer support solutions.
• Solid understanding of contact center operations, KPIs, and customer journey optimization.
• Strong business analysis, documentation, and requirements management skills (Agile / Scrum preferred).
• Excellent communication, presentation, and stakeholder management abilities.