Product Manager - Genesys Cloud CCaaS - Austin, TX

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Our client seeks an Product Manager for a Full Time project in Austin, TX .Below is the detailed requirement


Job Title: Product Manager


Work location : Austin, TX


Duration: Full Time


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.


Job Description:

• Bachelor's degree preferably in Computer Science, Information technology, Computer Engineering, or related IT discipline or equivalent experience with 12+ Minimum Experience
• 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

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