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.
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 organisation is hiring an experienced Product Management whose main responsibility will be for our Agent Assist Copilot 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 Organisation, you will bring business acumen, and technical skills to the Genesys Cloud Digital and AI team. You will play a critical role in the definition, development, and delivery of strategic Genesys Cloud AI solutions, with a specific focus on our Agent Copilot product. In this role, you will own features through all phases of product development with primary responsibilities on feature requirements definition, project planning, managing schedules, facilitating conflict resolution, identifying and communicating risk, increasing and managing a product roadmap, and coordinating tasks involving dependencies within cross-functional teams. You will add value by ensuring that the features delivered meet quality standards, resolve stated business problems, and are completed in a timely manner.
Genesys is looking for a highly motivated and talented product manager with a strong combination of soft and technical skills. The ideal candidate will have a deep understanding of agent desktops either developing or from previous work experience, will have an understanding of artificial intelligence concepts such as LLM/NLU/NLP/NER/machine learning, and have a proven track record of successfully driving enterprise applications from concept to market leadership. 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:

• Collaborate and define solutions, from a customer, functional and business perspective, working within Genesys Digital & AI team.
• Define and execute requirements with supporting organisations, including Product Management, Sales, Development, Support, IT Operations, Finance, Marketing and Legal.
• Provide visibility to feature status and escalate issues to senior management
• Plan and track release milestones for feature releases.
• Work closely with Product, Development, and Quality Assurance management to ensure successful feature delivery.
• Identify needs, create, and deliver sales enablement training material.
• Create and deliver clear and concise customer-facing documentation outlining delivered solutions.
• Remove obstacles blocking or slowing down the teams.
• Manage multiple projects at one time.
• Develop and improve processes, communicate plans and achievements, and facilitate project meetings.
• Implement and maintain the product strategy, vision, and priorities for Agent Assist AI 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 evangelise, position, and communicate the benefits and functionality we deliver.
• Establish priorities, drive and measure progress on activities.
• Clearly translating product strategies into detailed requirements.
• Collaborating with design, and engineering to prioritise 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:

• Demonstrated experience in product management, working closely with designers and engineers
• Bachelor’s degree in Computer Science, Information Systems, Analytics, Statistics, Applied Math, or any other related field.relevant work experience.
• 5+ years of experience in delivering SaaS based / web-based products with 2+ years of Product Management experience
• 5 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

Desirable skills would include:

• Experience with live agents
• Experience with AI technologies such as LLM, Generative, NLU/NLP
• 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 in Cloud/SaaS solutions and operations

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

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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:

• Collaborate and define solutions, from a customer, functional and business perspective, working within Genesys Digital & AI team.
• Define and execute requirements with supporting organisations, including Product Management, Sales, Development, Support, IT Operations, Finance, Marketing and Legal.
• Provide visibility to feature status and escalate issues to senior management
• Plan and track release milestones for feature releases.
• Work closely with Product, Development, and Quality Assurance management to ensure successful feature delivery.
• Identify needs, create, and deliver sales enablement training material.
• Create and deliver clear and concise customer-facing documentation outlining delivered solutions.
• Remove obstacles blocking or slowing down the teams.
• Manage multiple projects at one time.
• Develop and improve processes, communicate plans and achievements, and facilitate project meetings.
• Implement and maintain the product strategy, vision, and priorities for Agent Assist AI 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 evangelise, position, and communicate the benefits and functionality we deliver.
• Establish priorities, drive and measure progress on activities.
• Clearly translating product strategies into detailed requirements.
• Collaborating with design, and engineering to prioritise 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:

• Demonstrated experience in product management, working closely with designers and engineers
• Bachelor’s degree in Computer Science, Information Systems, Analytics, Statistics, Applied Math, or any other related field.relevant work experience.
• 5+ years of experience in delivering SaaS based / web-based products with 2+ years of Product Management experience
• 5 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 technologie