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.
Be part of a team that leads Callback capabilities within Genesys Cloud. This role owns product direction for enterprise Callback capabilities that improve customer experience, reduce wait times, optimize agent utilization, and support large-scale contact center operations across voice and digital engagement channels.
Partnering closely with engineering, architecture, operations, sales, customer success, finance, billing, pricing, and support teams, you will align customer needs, platform strategy, and commercial priorities to deliver scalable, reliable, and operationally sound solutions. This role also plays a key part in modernization efforts as Genesys continues evolving callback experiences and transitioning customers toward cloud-native engagement models within Genesys Cloud.
The ideal candidate combines strong enterprise CCaaS product management experience with deep understanding of contact center operations, customer journey design, technical platform delivery, and cross-functional leadership. This is a highly visible role with significant influence on platform scalability, customer adoption, operational readiness, monetization strategy, and the long-term evolution of callback and asynchronous engagement capabilities.
Key Responsibilities
Define and execute the product roadmap for Genesys Cloud Callback capabilities
Partner closely with engineering and architecture teams to deliver scalable, reliable, and high-performing callback platform capabilities
Make informed prioritization and tradeoff decisions across customer value, technical complexity, operational impact, and business outcomes
Serve as the product and domain lead for callback engagement capabilities, including queue callbacks, scheduled callbacks, virtual hold experiences, routing behaviors, capacity management, and customer workflows
Lead cross-functional initiatives involving product, engineering, operations, finance, billing, pricing, support, and go-to-market teams
Support customer-facing and internal discussions related to callback capabilities, roadmap direction, scalability considerations, and recommended implementation approaches
Coordinate product changes that impact packaging, pricing, billing, operational processes, customer migrations, or platform readiness
Analyze usage trends, operational metrics, support data, abandonment rates, callback completion rates, and customer adoption patterns to inform product strategy and prioritization
Partner with enablement and go-to-market teams to prepare internal stakeholders for new callback capabilities and platform changes
Create clear product requirements, documentation, decision records, and internal communications for complex callback initiatives
Required Skills & Experience:
5-7 years product management experience within enterprise SaaS, cloud platforms, contact center technology, communications platforms, or related enterprise software environments
Strong understanding of callback workflows, queue management, virtual hold experiences, routing strategies, agent workflows, and customer engagement operations
Familiarity with AI-assisted administration, automation, predictive engagement, or intelligent workflow capabilities
Experience delivering technically complex platform capabilities in partnership with engineering and architecture teams
Proven ability to translate customer and business needs into clear product requirements and roadmap priorities
Experience leading complex cross-functional initiatives across technical, operational, and commercial stakeholders
Strong communication skills with the ability to explain complex technical and product concepts to both technical and non-technical audiences
Experience balancing customer needs, platform strategy, scalability considerations, operational complexity, and business priorities in roadmap decisions
Ability to operate effectively in large, matrixed enterprise environments with multiple stakeholders and dependencies
Experience supporting customer conversations, sales enablement, internal product education, and go-to-market readiness
Preferred Skills & Experience:
Experience with enterprise contact center platforms
Experience with callback, virtual hold, queue optimization, workforce efficiency, customer journey orchestration, or proactive engagement use cases
Experience supporting cloud scalability initiatives, regional capacity planning, service limits, or large-scale enterprise deployments
Experience with pricing, packaging, billing, or monetization-related product initiatives
Strong analytical, operational, and problem-solving capabilities
Excellent written and verbal communication skills
Our Benefits:
At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:
Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
Annual bonus program – Be rewarded for your impact and contributions.
Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
Family-friendly policies – Generous paid maternity and paternity
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness 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.
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