Product Owner Genesys Cloud

The opportunity

Connecting business needs with the teams that configure, develop, and support it.

The Genesys Product Owner decides what should be built or improved and why, while collaborating with delivery teams on how to implement it.

Day-to-day responsibilities

• Gather requirements: Work with contact-center leaders, agents, IT, compliance, and other internal customers to understand needs and pain points.
• Write and prioritize user stories, clarify and refine requirements with the technical team, and agree on capacity needed and total load time.
• Collaborate cross-functionally : Partner with customer service stakeholders, solution architects, business analysts, developers, and operations teams to deliver scalable solutions
• Validate changes: Review and accept completed work, support user testing, and ensure changes meet business and technical requirements.
• Measure outcomes: Support Business teams in the tracking of metrics such as customer experience, service levels, containment, agent productivity, and platform reliability.
• Manage risks and change: Consider security, privacy, compliance, training, and operational readiness and coordinate the different tracks with responsible services.
• Secure enforcement of RACI and platform governance (standardization versus deviations)

Who are we looking for

• Experience 8 to 12 years of experience in product ownership, business transformation, or global contact center technology delivery.
• Technical Knowledge: Deep familiarity with Genesys Cloud architecture, call flows, service processes, CX cloud connection with Salesforce and omnichannel operations.
• Agile Tools: Proficiency in backlog management and tracking platforms like Jira
• Education: Bachelor's or Master’s degree in Information Technology, Business Administration, Engineering, or a related field.
• Skills: Strong customer-centric mindset, global stakeholder management

Perks & Benefits