Product Manager - Genesys Cloud migration Exp

Position: Product Manager ( Genesys Cloud)  or Business Analyst (Contact Center)

Work Location: Austin, TX

About the Role

• We are seeking an experienced Product Manager – Assisted Service to lead the modernization of our customer service platforms. This role will focus on transforming legacy contact center systems into a modern Contact Center as a Service (CCaaS) environment, with Genesys Cloud expertise as a must-have skill.

• You will own the product lifecycle end-to-end, including requirements gathering, backlog management, AI-driven innovation, Proof of Concepts (POCs), and large-scale migration programs, while collaborating with stakeholders across business and technology to deliver world-class customer and agent experiences.

Key Responsibilities

Product Ownership & Strategy

• Define and maintain the product vision, strategy, and roadmap for assisted service and CCaaS platforms.
• Align product initiatives with business goals, customer experience objectives, and operational efficiency.

Requirements & Backlog Management

• Conduct requirements gathering sessions with business, operations, and technology teams.
• Write and refine user stories, acceptance criteria, and epics to guide development.
• Manage and prioritize the product backlog in JIRA, ensuring delivery of high-value features.
• Collaborate closely with engineering teams to drive execution and resolve blockers.

Contact Center Modernization & Migration

• Lead the migration of existing contact center platforms to Genesys Cloud CCaaS.
• Oversee data migration, workflows, call routing, and integrations to ensure seamless adoption.
• Partner with vendors and IT teams to deliver successful, large-scale deployments.

Innovation, POCs & AI Integration

• Design and run POCs to validate emerging technologies and prove business value.
• Drive the integration of AI and automation, including agent-assist, conversational AI, predictive routing, and self-service enhancements.
• Work with AI/ML teams to embed intelligence into assisted service and agent experiences.

Business Stakeholder Management

• Act as the primary liaison between stakeholders and technical teams.
• Clearly communicate roadmap progress, risks, and dependencies to executives and cross-functional teams.
• Represent the voice of both customers and agents in product decisions.

Qualifications:

• 7+ years of product management experience in customer service or contact center technology.
• Genesys Cloud CCaaS expertise is required (must-have).
• Strong background in contact center modernization, platform migration, and enterprise integrations.
• Hands-on experience with requirements gathering, user story writing, and backlog management (JIRA).
• Proven success in delivering POCs, pilots, and production-scale rollouts.
• Solid understanding of AI, automation, and analytics in customer service.

Technical Skills:

• CCaaS Platforms: Genesys Cloud (required); exposure to other CCAAS solutions is a plus.
• Exposure to Assisted Service Tools:

• Agent Assist & Agent Desktop
• Knowledge Base / Knowledge Management Systems
• Integration with Case Management solution (Salesforce Service Cloud preferred)

• Workforce Engagement Management (WEM) Applications: Genesys WEM (preferred)
• Analytics & Reporting
• AI/Automation

Preferred Skills

• Experience in global enterprise-scale or regulated environments.
• Knowledge of customer journey analytics and advanced workforce engagement solutions.
• Strong vendor evaluation, partnership, and contract management skills.