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Genesys empowers more than 7,500 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.

Senior Product Manager, Knowledge Services

Genesys, a 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 organization is hiring an experienced Product Manager whose primary responsibility will be our Knowledge Management product line. 

AI is a catalyst for understanding customer interactions, improving business operations, predicting actionable insights, and enabling the human workforce. In the AI Product Organization, you will work the strategy around our industry-leading capabilities for Knowledge Management. You will work as part of a multi-disciplinary team and are expected to work cross-functionally with product/development teams and business/partner leaders. Your leadership, business acumen, and technical skills will be critical in helping Genesys consolidate its leadership position in customer experience orchestration with its AI-powered systems. 

Genesys is looking for a highly motivated and talented product owner with a strong combination of soft and technical skills. The ideal candidate will have a deep understanding of search and knowledge management, a deep understanding of online support portals and their deployment, will be familiar with concepts around artificial intelligence such as RAG (Retrieval Augmented Generative), NLU, and 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 collaborate with other PMs, and will have a passion for using business insights to help solve user problems. 

What you will do: 

  • Implement and maintain the product strategy, vision, and priorities for some of the Knowledge Management features (Knowledge Portal, Knowledge Connectors) 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 evangelize, position, and communicate the benefits and functionality we deliver. 
  • Establish priorities, drive, and measure progress on activities. 
  • Translating product strategies into detailed requirements. 
  • Collaborating with design and engineering to prioritize 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 and drive adoption and growth. 

What you will bring to the role: 

  • Bachelor's degree in Computer Science, Data Science, Business, or equivalent related professional experience 
  • 5+ years of prior relevant experience. 
  • Strong organizational skills. Experience managing a product team. 
  • Strong written and verbal communication skills, and eager learner. 
  • Proven ability to communicate to a technical and non-technical audience. 
  • Experience with AI technologies 
  • Experience with live agents and chatbot technologies 

Desirable skills would include: 

  • 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 

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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:

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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.

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Confirmed 6 hours ago. Posted 30+ days ago.

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