Principal Product Manager - Work Automation

at  Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Principal Product Manager - Work Automation
Summary:
Are you excited about conversational Bots, AI, Automation and Cloud and want to revolutionize the way companies engage with their customers? Then you will love working as a Product Manager at Genesys.
You will play a critical role in leading the development and delivery of the next generation of our Genesys Cloud CX Work Automation technology. Over recent years there has been an explosion in the volume of customers contacting organizations and the number and range of channels they utilize. We offer a range of industry leading customer experience automation solutions for Voice and Digital channels, both traditional and AI powered.
As a Principal Product Manager, you will bring your leadership, business acumen, and technical skills to the Genesys Cloud CX team. You should be collaborative and a critical thinker. In this role, you will be responsible for coordinating with both business/partner leaders and product/development teams, including offer definition, development, sales enablement, and ongoing coordination/communication to ensure they successfully develop and sell an offer that enables best in class customer journeys to the end customers.

What you will do:

• Lead components and essential experiences of the Genesys Cloud CX Work Automation offering, from both functional and business perspective, with a key focus on:
• Business user experiences.
• Workflow and Decision automation technologies.
• Tasks management technologies.
• Lead cross-functional teams through all stages of the product lifecycle (Discovery, Delivery, Operations).
• Own the definition and execution of roadmap and requirements
• Build strong relationships and coordinate with supporting organizations, including product management, sales, development, support, IT operations, finance and legal
• Emphasize with the customer and champion their needs.
• Support sales enablement, marketing, and assist with key deals.

What you will bring to the role:

• Proven success in product management.
• 10+ years’ experience with enterprise software product management.
• Superior written and oral communication skills.
• You should be highly motivated self-starter.
• You are a fast learner who can anticipate and adapt to change seamlessly.
• You have a strong analytical mind, and pride yourself of being highly detail and result oriented.
• BS/BA in Computer Science or equivalent experience.

Skills and Qualifications:

• Proven track record as a Product Manager in an enterprise B2B setting.
• Experience delivering automation technologies that automate enterprise workflows using AI and ML (customer and employee workflows).
• Managed a SaaS, B2B high growth product and/or features from 0 to 1.
• Extensive experience leading cross-functional teams through ambiguity using modern design and product methodologies (e.g. Design Thinking).
• Proficiency in product management tools and frameworks (e.g., Agile, Jira, Confluence).
• Domain expertise in the customer service software landscape: Contact Center software, Customer Service platforms, Customer Relationship Management, Social and Messaging engagement, or Conversational Commerce.
• Experience with low code/ no code platforms/ products.
• Experience with Genesys Intelligent Work Distribution offering (a plus).

Our Benefits:

• Flexible work schedules and work-from-home options
• Development and career growth opportunities
• Excellent pension scheme
• Bonus scheme
• Health Insurance
• Income Protection & Life Assurance

If a Genesys employee referred you, please use the link they sent you to apply.
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 reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 equity 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

What you will do:

• Lead components and essential experiences of the Genesys Cloud CX Work Automation offering, from both functional and business perspective, with a key focus on:
• Business user experiences.
• Workflow and Decision automation technologies.
• Tasks management technologies.
• Lead cross-functional teams through all stages of the product lifecycle (Discovery, Delivery, Operations).
• Own the definition and execution of roadmap and requirements
• Build strong relationships and coordinate with supporting organizations, including product management, sales, development, support, IT operations, finance and legal
• Emphasize with the customer and champion their needs.
• Support sales enablement, marketing, and assist with key deals

What you will bring to the role:

• Proven success in product management.
• 10+ years’ experience with enterprise software product management.
• Superior written and oral communication skills.
• You should be highly motivated self-starter.
• You are a fast learner who can anticipate and adapt to change seamlessly.
• You have a strong analytical mind, and pride yourself of being highly detail and result oriented.
• BS/BA in Computer Science or equivalent experience