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Sr. Product Manager- Contact Center Technology (Genesys / IVR)  (Hybrid, 3 days onsite)
Length: 6-month contract (potential extension) 

Location: Indianapolis, IN or San Antonio, TX  

Overview:

Owns product strategy, roadmap, and outcomes for assigned capability areas within a new enterprise contact center and customer interaction product. The product brings voice/IVR, routing, interaction management, and workforce management into one end-to-end experience. This is a new role on a small, growing team, working directly with the product leader to shape direction and deliver value quickly during a move to Genesys Cloud.

Responsibilities

Product strategy and ownership

• Own the roadmap for assigned capability areas, such as IVR and self-service, call routing, workforce management, associate tools, and interaction analytics, aligned to the overall product strategy
• Translate customer, associate, and operational problems into product strategy, prioritized capabilities, and clear outcomes
• Build business cases that define the problem, expected outcomes, and investment needed, and secure stakeholder approval
• Define, track, and report KPIs (such as containment, handle time, first contact resolution, transfer rate, and CSAT) to confirm releases deliver the intended results

Discovery

• Lead discovery into call drivers, customer journeys, pain points, and operational needs
• Balance customer feedback, business needs, and data such as volumes to prioritize features across release cycles

Delivery partnership

• Own the backlog for assigned areas: scoping, prioritization, and well-defined user stories and requirements
• Partner with technology and scrum teams on product design, integrations with other applications, testing, and releases
• Work with business operations and vendor partners to shape solutions and hold delivery accountable

AI and innovation

• Identify and shape AI use cases in the contact center, such as call summarization, and guide them through internal AI governance and approval
• Track contact center technology trends to inform the roadmap

Change management

• Drive adoption of new capabilities through communication, training, and readiness work with impacted teams

Qualifications: 

• 10+ years of experience, including direct ownership of product roadmaps, prioritization, and outcomes. This means defining what gets built, not only executing defined scope.
• Product experience in contact center, customer service, or customer interaction technology, such as IVR, call routing, telephony, self-service, workforce management, or interaction analytics
• Track record of partnering with business operations, technology, and vendor teams
• Genesys Cloud experience
• Contact center cloud migration experience
• Experience in large-scale contact center environments
• AI enablement experience in a contact center or customer service setting
• Financial services industry experience

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