Product Owner

Responsibilities

• Own the product vision, roadmap, priorities, and outcomes for customer experience and contact center capabilities
• Partner with executive leadership to align technology investments with organizational objectives
• Create and prioritize use cases that drive measurable business value
• Balance business needs, technical feasibility, operational considerations, and customer experience requirements
• Serve as the primary liaison between business stakeholders, operations teams, architecture, and engineering organizations
• Manage relationships with external vendors, including Genesys and third-party managed service providers, ensuring alignment of platform strategy, service delivery, contractual obligations, licensing/subscription management, and business objectives
• Consult on current-state business processes, workflows, and customer journeys
• Lead discovery workshops with business leaders and stakeholders
• Translate business challenges into actionable technology and process recommendations
• Provide strategic advisory services and thought leadership across customer experience initiatives
• Develop future-state operating models that improve service delivery, scalability, and performance
• Act as the primary subject matter expert and strategic owner for the Genesys platform
• Affirm architectural decisions regarding contact center technologies, integrations, routing strategies, automation, and customer engagement solutions
• Drive right-sizing initiatives and modernization efforts across the contact center ecosystem
• Proactively identify opportunities to improve performance, reliability, efficiency, and customer experience
• Evaluate and recommend AI-powered capabilities, automation strategies, self-service solutions, workforce optimization tools, and emerging technologies
• Ensure maximum value is being realized from Genesys investments
• Own solution architecture decisions across customer experience and contact center capabilities
• Design scalable, secure, and supportable solutions aligned with enterprise technology standards
• Collaborate with development, infrastructure, security, and operations teams to define future-state architectures
• Review technical designs and provide guidance on implementation approaches
• Drive standardization, governance, and platform best practices
• Evaluate technologies and vendor solutions to support business objectives
• Lead operational transformation initiatives and organizational change efforts
• Establish governance models, processes, and operational standards
• Partner with business and technical teams to ensure successful adoption of new capabilities
• Develop recommendations that improve service levels, operational efficiency, and customer outcomes
• Drive continuous improvement through data, analytics, and operational performance metrics
• Provide hands-on support for complex technical challenges and solution implementations when required
• Participate in proof-of-concepts, integrations, automation initiatives, and platform enhancements
• Partner closely with engineering teams to ensure successful execution of strategic initiatives
• Translate conceptual designs into practical implementation strategies
• Serve as a technical escalation point for complex platform and architecture decisions

Qualifications

• 8+ years of experience in Product Management, Consulting, Solution Architecture, Contact Center Transformation, or Technical Leadership roles
• Deep experience with Genesys Cloud, Genesys Engage, or similar enterprise contact center platforms
• Strong understanding of contact center operations, customer engagement, workforce management, and service delivery models
• Proven ability to lead executive-level discussions and influence strategic decisions
• Experience conducting business process assessments and organizational transformation initiatives
• Strong architecture and systems integration experience
• Experience translating complex business requirements into technical and operational solutions
• Experience leading cross-functional teams through large-scale change initiatives
• Experience implementing AI-powered customer experience solutions, virtual agents, conversational AI, automation, and analytics platforms
• Background in enterprise architecture or management consulting
• Experience with cloud platforms, APIs, integration frameworks, and modern software delivery practices
• Knowledge of IT service management, operational excellence, and change management methodologies
• Experience working within large enterprise customer service organizations