Description:
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