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Senior Product Manager, Conversational AI

Company: Genesys
Location: Durham
Posted on: October 14, 2020

Job Description:

Genesys, 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 in depth our industry. The Genesys Product Management organization is hiring a Senior Product Manager whose main responsibility will be to rethink traditional contact center operations by infusing conversational AI powered applications into the Genesys suite when it makes sense.As a Senior Product Manager in the AI Product Organization, you will sit in the middle of multi-disciplinary teams and are expected to work cross-functionally to create differentiated offers which set Genesys apart from the competition. In this role, you will be responsible for coordinating with both business/partner leaders and product/development teams, including offer definition, agile development, and ongoing coordination/communication to ensure they successfully develop and commercialize an offer that enables best in class customer journeys to the end customers. 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 leader with a strong combination of soft and hard skills. An ideal candidate will have a demonstrated ability to lead without authority, will enjoy planning and directing work, and will have a passion for using business insights to help solve user problems. A firm understanding of technical concepts like NLU, Sentiment Analysis, Knowledge Base, Transcription Services, Agent Assistance capabilities is a must to be successful in this role as well as familiarity with successfully driving enterprise applications from concept to market leadership. The candidate will combine these skills to create and articulate his/her vision, and provide detailed direction on the key product development work required to launch and enhance AI offers. The Senior Product Manager will be accountable for various outcome metrics including customer satisfaction and adoption, and revenue where relevant.Key responsibilities:The general responsibilities of the Senior Product Manager include (but are not limited to):* Analyzing market research to define competitive landscape and articulating to the broader team. Uncover customer pain points and identifying market opportunities. Define product user personas and goal work flows. Collecting customer, market and functional feedback to refine and improve future iterations of the offer.* Be a source of domain expertise for the delivery team, elaborating on work items as needed and soliciting additional input from subject matter experts when appropriate. Inspiring cross-functional peers - including design, engineering, sales, marketing and finance - to buy in to the offer vision and drive to results.* Collaborate with product management and other product managers, especially on alignment to strategic themes and managing requirements dependencies with other teams. Represent the delivery team in interactions involving stakeholders, bridging any needed communication between the two.* Identify and prioritize the key features which need to be packaged into the offer and ensuring the offer reflects business objectives across Genesys platforms.* Identify KPIs which constitute a successful offer, communicating them to the broader team and constantly measure against them, adapting approach in real time to match shifting demands and situations.* Support Commercialization activities depending on the launch phase. Coordinate with all internal customers involved in the process: product marketing, sales and sales support, professional services, care, partners.The specific responsibilities of the Product Manager include initially (but are not limited to):* Defining, Driving and Bringing to market a differentiated Agent Assist offer supporting use-cases in high demand* Partner with all Genesys platforms (PureEngage, PureConnect, Genesys Cloud) to ensure delivery of the technology adapted to each market segment and use cases* Work effectively and flexibly with distributed teams (US, Europe, India) and travel as needed (no more than 20% to 30% of the time)Minimum Requirements:* CS or quantitative undergraduate or masters degree* Over 8 years of prior relevant product experience* Strong organizational skills. Experience managing cross functional project teams* Strong written and verbal communications skills, and eager learner* Experience in AI / Machine Learning technology and Big DataDesirable skills:* MBA, or similar advanced business degree* 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 in Cloud solutions and operations* Knowledge of Genesys, Contact Center and Customer Experience SolutionsAbout GenesysEvery year, Genesys-- delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the?world's leading public cloud contact center platform,?designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-BH1

Keywords: Genesys, Durham , Senior Product Manager, Conversational AI, Executive , Durham, North Carolina

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