Genesys
Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.
Call Center Software • Cloud Contact Center • Customer Experience Software • Contact Center as a Service • Customer Self-Service
Principal Product Manager - Virtual Agent
March 25
Genesys
Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.
Call Center Software • Cloud Contact Center • Customer Experience Software • Contact Center as a Service • Customer Self-Service
📋 Description
• Own and drive features from concept to launch within the Virtual Agent product area. • Work end-to-end on product development—defining requirements, collaborating with engineering, and ensuring timely delivery. • Partner with design and engineering to create intuitive, high-quality AI-driven self-service experiences. • Define and prioritize feature roadmaps, ensuring alignment with product goals and business needs. • Identify opportunities to innovate and push boundaries with AI, Generative AI, LLMs, and automation technologies. • Collaborate with customers to gather feedback, understand use cases, and ensure product success. • Manage product releases, working closely with development teams to ensure smooth execution and go-to-market readiness. • Drive operational excellence by improving internal product processes and delivery frameworks. • Stay on top of AI, Bots, Virtual Agents, and self-service trends to inform product innovation. • Apply design thinking principles to ensure that product features prioritize user needs, efficiency, and ease of use. • Work cross-functionally with engineering, UX, marketing, and customer success teams to align on execution and business priorities.
🎯 Requirements
• 6+ years of product management experience in AI, SaaS, customer experience platforms, or automation technologies. • Experience in owning and managing features end-to-end, from ideation to launch. • Deep collaboration experience with engineering and design teams, driving execution and problem-solving. • Track record of delivering complex product initiatives on time, balancing scope, resources, and priorities. • An understanding of AI, Generative AI, LLM technologies, and their application in Virtual Agents, Bots, and self-service automation. • Experience managing cross-functional projects, ensuring smooth coordination across teams. • Proven ability to work with customers, gathering insights and feedback to improve product adoption and usability. • Data-driven mindset, with the ability to analyze product performance and drive iterative improvements. • Experience with design thinking and user-centric problem-solving to ensure high adoption and usability of AI-driven 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
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