Staff Product Manager

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.

Summary:

As a Staff Product Manager of Collaboration Solutions, you will bring your direction, business acumen, and technical skills to the Genesys Cloud team. You should be a critical thinker that works well with cross-functional teams. You will play a critical role in the development and delivery of Genesys Cloud Collaboration Solutions, including modern approaches to back office worker needs related to video, chat, and shared objects/tasks as well as traditional UCC/PBX functionality. 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 exceptional customer journeys to the end customers.

Key Responsibilities:

• Collaborate and define the Genesys Cloud Collaboration Solutions roadmap, working with PM, R&D, business leaders, and strategic partners
• Define and follow through on requirements with supporting organizations, including product management, sales, development, support, IT operations, finance and legal
• Identify needs, create, and deliver sales enablement training material
• Support commercial/contractual efforts
• Proactively seek out and identify new business and revenue opportunities

Technical Enablement

• Develop instrumentation to ensure rich data is available on customer product usage
• Leverage captured usage data to create usage-based billing metrics engine
• Enable customer visibility into product usage & billing data within the application and via API

Business Transformation

• Evaluate and promote new business models, bundles and tiers based on the Genesys Cloud Collaboration Solutions and Back Office platform evolution
• Ensure compatibility with native contact center and unified communication and collaboration suite
• Appropriately monetize APIs & 3rd party integrations
• Partner with marketing & sales to deliver sales tools to support new GTM strategies

Optimization

• Determine feature-level pricing based on competitive position and Genesys margin requirements
• Ensure offers are cohesive, easy to understand and compelling
• Support PM feature-level revenue forecasts through model development

Minimum Requirements:

• 7+ years of experience in Cloud solutions, with a deep background in product management and cloud
• 7+ years of progressive Go-To-Market product marketing and solutions with clients and partners
• Experience delivering Customer Experience solutions (IVR, Contact Center, UCC, QM, CRM)
• Experience with various UCC and Collaboration Solutions preferred
• Ability to prioritize issues effectively and meet tight deadlines when needed
• Ability to lead a high-performance, cross-functional team
• Ability to guide the work and quality of other cross-functional team members
• BA/BS; MBA preferred

Desirable Skills:

• Experience managing cross functional project teams
• Strong analytical and problem-solving skills
• Strong oral and written communication skills

About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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.  

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

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.