Principal Product Manager - Supervisor AI Quality Management and Customer Survey

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 AIpowered 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 6000 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.

Were seeking a highly motivated resultsoriented Principal Product Manager to lead strategic initiatives across Quality Management Customer Survey and our nextgeneration AI capabilities for supervisors including Virtual Supervisor and Supervisor Copilot.

Quality Management and Customer Survey are essential tools for contact centers to evaluate agent performance gather actionable feedback and continuously improve service delivery. Building on this foundation Virtual Supervisorrecently introduced by Genesysis the first AIpowered solution designed to fully automate and orchestrate both agent performance management and CX optimization. It leverages large language models (LLMs) and the vast data within Genesys Cloud to deliver endtoend automation across evaluations coaching operations and experience improvement.

In this role youll collaborate closely with customers engineers designers and fellow product managers to define strategy shape the roadmap and deliver innovative AIpowered solutions that enhance the supervisor and agent experience. The ideal candidate brings deep expertise in cloudbased technologies a strong background in product management and a track record of leading complex impactful initiatives.

Key Responsibilities:

• Product Strategy & Roadmap: Define and execute the product strategy and roadmap for Supervisor AI Quality Management and Customer Survey solutions.

• CrossFunctional Collaboration: Collaborate with teams across engineering design sales and marketing to define and prioritize features ensuring successful product delivery.

• Market Research & Customer Feedback: Partner with customers internal stakeholders and field teams to gather insights validate needs and prioritize highimpact features.

• Subject Matter Expertise: Champion the customer and supervisor experience ensuring that solutions are intuitive scalable and aligned with business outcomes.

• Product Lifecycle Management: Lead the product lifecycle from concept to launch ensuring timely delivery of highquality features that align with business goals and customer expectations.

Qualifications:

• 8 years of product management experience with a strong technical focus including experience in cloudbased enterprise software.

• 2 years of experience with Contact Center operation concepts and solutions

• Proven ability to define and deliver complex product solutions with crossfunctional teams.

• Deep understanding of customer experience employee experience or contact center operations.

• Experience with AI/ML technologies preferably in a SaaS or enterprise environment.

• Strong analytical skills and ability to use data to inform product decisions and measure success.

• Excellent communication and stakeholder management skills with the ability to influence at all levels.

• Bachelors degree in computer science engineering or a related technical field; MBA or advanced degree is a plus.

Why Genesys

At Genesys youll be part of a global team thats transforming the customer and employee experience through innovation and empathy. Were at the forefront of AI and cloud technology helping businesses around the world create deeper connections with their customers and more fulfilling work for their employees.

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 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 AIpowered 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.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.