Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Summary:
We are looking for a Product Manager with a strong understanding of AI technologies to lead the development of customer-facing educational materials for Genesys.
A successful candidate will be responsible for crafting a product strategy that compliments corporate goals, developing quarterly roadmaps, guiding curriculum development tasks and ensuring the timely release of educational materials with Genesys Cloud AI feature and functionality releases.
Responsibilities:
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Develop and implement specific course work strategies tailored to Genesys Cloud AI features and functionality
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Define quarterly product roadmaps and schedules in collaboration with a broad set of stakeholders
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Analyze market trends and competitive conditions to inform course work prioritization
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Facilitate the creation and maintenance of related process documentation
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Shepherd the curriculum development process to ensure compliance with the given scope, timelines and priorities
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Foster strong relationships with key Genesys product, marketing, delivery and operations stakeholders, partners and learners
Requirements & Skills:
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Robust understanding of artificial intelligence tools and related technologies
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Training on, or certifications in, ethics, compliance, and data privacy related to AI
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Experience as a product manager in a technology-driven field, specializing in the development of educational materials
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Demonstrated understanding of developing outcomes-based/Jobs to be Done-focused educational materials
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Proven track record of managing all aspects of a successful product release, throughout its lifecycle
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Demonstrated ability to develop product strategies and effectively communicate recommendations to leadership
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Ability to balance course work releases with specialized side projects
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Experience in CCaaS (Contact Center as a Service) solutions
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Demonstrated strong problem-solving skills
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Must work well as a virtual team and get work done with minimal supervision
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Demonstrated understanding of Learning Management Systems (LMS), as well as familiarity of use with Rise/Articulate, Tin Can and SCORM files
Experience:
Customer Success and Real-World Use Cases:
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Incorporating real-world use cases and customer success stories to showcase practical applications of AI across different industries
AI-Powered Workforce Optimization:
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Focus
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Workforce engagement management (WEM) with AI
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AI-driven performance analysis and empathy analysis
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Using AI for workforce planning and automation
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Skills
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Expertise in utilizing AI to enhance workforce efficiency and engagement
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Skills in interpreting AI-driven analytics for workforce optimization
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Proficiency in implementing AI tools for workforce planning
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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
