Description

Define and execute the product roadmap for customer service technology, focusing on AI-powered solutions like chatbots, virtual assistants, and intelligent routing.

This role is hybrid.

Responsibilities

• Lead the development and launch of AI and machine learning features to automate workflows and enhance agent productivity.
• Partner with engineering and data science teams to gather business requirements and translate them into actionable user stories.
• Define and monitor KPIs such as CSAT, FCR, and AHT to measure product impact and inform iterations.
• Communicate product vision and results to stakeholders, ensuring alignment across customer service operations and technical teams.
• Analyze emerging trends in contact center technology to shape long-term product strategy.

Required Skills

• 5+ years of experience as a Product Manager in enterprise B2B or B2C software.
• Hands-on experience with Genesys Cloud, including deep knowledge of routing, IVR, and API capabilities.
• Demonstrated track record of building and launching products leveraging AI, machine learning, or conversational AI.
• Strong understanding of contact center operations, agent workflows, and performance metrics.
• Ability to use data to inform decisions and measure success.
• Exceptional communication skills to collaborate effectively with technical and non-technical teams.

Preferred Skills

• Experience with Salesforce Service Cloud or other major CRM platforms.
• Familiarity with Workforce Engagement Management (WEM) tools and their integration with contact center platforms.
• Experience with data visualization tools such as Tableau or Power BI.

Key Skills

Education

Not specified