Principal Product Manager - Accessibility

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

If you love customers, are passionate about Accessibility and you thrive in helping customers, sales and engineering in an established organization, then we are looking for you!  Genesys is committed to a more inclusive customer experience and continuously works to enhance accessibility in Genesys Cloud. As a Principal Product Manager of Accessibility, you will use your knowledge of accessibility standards, provide technical expertise and bring the voice of disabled users to ensure that product teams deliver services that can be used by everyone. You will play a critical role in the development and delivery of Accessibility standards to Genesys solutions as the expert on Accessibility. You should be collaborative and a critical thinker as the role requires close working relationships with all the service teams inside Genesys Cloud, customer facing teams and customers themselves.

Key Responsibilities:

• Coordinate external audits with 3rd Party Assessor

• Manage customer facing accessibility issues

• Assess accessibility gaps, create tickets and assign to appropriate Product Managers

• Triage Accessibility care tickets and assign to the appropriate product management resource

• Review Accessibility checklists for adherence on all new features

• Perform  quality reviews on Accessibility Conformance Reports (ACR’s)

• Support Customers’ Accessibility Reviews in both pre-sales and post-sales phases: Provide regular, direct customer communication as part of a more efficient Accessibility review process.

• Roadmap and Requirements: Maintain Accessibility RM across all standards, guidelines and products, prioritize based on severity and customer needs

• Programs/Projects: Lead and Manage assigned projects to achieve organizational results.

• Field Support: Collaborate with the sales team to identify upcoming accessibility requirements.

• As an Accessibility evangelist, keep internal stakeholders up to date on relevant Accessibility standards and requirements

Minimum Requirements:

• 5+ years of product experience in the field of information Accessibility in cloud-based offerings.

• Proven Program management experience across a complex organization

• Hands-on experience working effectively with customers, partners, sales, solution consultants, professional services, customer care and engineering teams.

• Strong experience leading cross-functional programs or projects to achieve organizational results.

• Successful track record in defining product requirements, supporting engineering to execute the product plan, and evangelizing solution internally and externally.

• Successful track record in Customer Experience solutions, like Contact Center or CRM solutions.

• BA/BS degree in computer science, Engineering or equivalent required.

Desirable Skills:

• Self-starter who can influence and persuade people.

• Ability to prioritize issues effectively and meet tight deadlines when required.

• Solid technical background with understanding and/or hands-on experience in software development and web technologies.

• Strong analytical and problem-solving skills.

• Strong oral and written communication skills.

• Specific standards and guidelines familiarity:

  • Web Content Accessibility Guidelines (WCAG) 2.0, 2,1 and 2.2

  • Revised Section 508 standards published January 18, 2017, and corrected January 22, 2018​

  • EN 301 549 Accessibility requirements for ICT products and services – V3.1.1 (2019-11) and EN 301 549 Accessibility requirements for ICT products and services – V.3.2.1 (2021-03)​

  • Rehabilitation Act of 1973 - USA​

  • Accessible Canada Act - Canada​

  • Référentiel général d'amélioration de l'accessibilité (RGAA) - France​

  • Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 – UK​

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:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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.