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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