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 roadmapfor assisted service and CCaaS platforms.
- Align product initiatives with business goals, customer experience objectives, and operational efficiency.
Requirements & Backlog Management
- Conduct requirements gathering sessionswith business, operations, and technology teams.
- Write and refine user stories, acceptance criteria, and epicsto 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 integrationsto ensure seamless adoption.
- Partner with vendors and IT teams to deliver successful, large-scale deployments.
Innovation, POCs & AI Integration
- Design and run POCsto 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 agentsin 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 analyticsin customer service.
Technical Skills
- CCaaS Platforms: Genesys Cloud (required); exposure to other CCAAS solutions is a plus.
- Exposure to Assisted Service Tools:
o Agent Assist & Agent Desktop
o Knowledge Base / Knowledge Management Systems
o 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.
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