Principal Product Manager – Experience Automation

Recruiter
Genesys
Employment Type
Permanent
Salary
Not disclosed
Genesys logo

Location:

For this role we are open to candidates being eventually office based in Galway, remote workers within Ireland long term or a mix of both.

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 Self-Service and 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. This has led to an increase in organizations using Bots to provide a delightful customer experience and reduce Agent effort. We offer a range of industry leading customer experience automation solutions for Voice and Digital channels, both traditional and AI powered.

As a 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 of the Genesys Cloud CX Self-Service and Automation offer, from both functional and business perspective, with a key focus on:
    • IVR & Conversational AI
    • Omni-channel customer experience
  • 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 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

Desirable Skills:

  • Experience with IVR and/or conversational Bots
  • Design Thinking Methodologies
  • Managed a SaaS, B2B2C high growth product
  • Experience in any of these industries: Customer Engagement, Customer Care, Social and Messaging engagement, or Conversational Commerce
  • Experience with low code/ no code platforms/ products

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
  • Family friendly leave allowances, including paid maternity and paternity leave. -DM2

Covid-19:

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.

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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

About Genesys:

Every year, Genesys® orchestrates more than 70 billion 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.

Genesys is an equal opportunity employer committed to diversity 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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.
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