Genesys Product Owner

Genesys Product Owner

The Genesys Product Owner is a business-centric leader embedded within the Enterprise Voice technology tower, responsible for aligning Genesys Cloud Contact Center solutions with strategic business goals. This role bridges the gap between business stakeholders and technical delivery teams, ensuring the Genesys platform evolves to meet dynamic operational needs across global business units.

How you'll make an impact:

• Translate business objectives into a clear product vision and roadmap for Genesys capabilities.
• Own and continuously refine the product backlog, prioritizing features that deliver the highest business value.
• Collaborate with Genesys Professional Services and internal architects/engineers to validate feasibility and scope of backlog items.
• Act as the voice of the customer, representing business units, agents, and end-users in all solutioning discussions.
• Facilitate workshops and discovery sessions to capture evolving requirements, especially in high-change environments.
• Ensure alignment with enterprise-wide transformation goals such as contact center consolidation, cost optimization, and operational consistency.
• Make real-time decisions on scope, prioritization, and acceptance criteria during sprints and releases.
• Serve as the escalation point for requirement ambiguities, scope changes, and delivery blockers.
• Partner with project managers to plan and execute migrations, ensuring readiness across technical, operational, and training dimensions.
• Govern the Genesys configuration lifecycle, including skill management, queue design, and routing logic.
• Coordinate with CRM and middleware teams to ensure seamless integrations and data flows.
• Support change management by collaborating with divisional leads on training, communication, and adoption strategies.
• Define and track KPIs such as call containment, misdirects, average handle time, and agent utilization.
• Leverage Genesys reporting tools and internal dashboards to measure ROI and inform backlog prioritization.
• Drive continuous improvement through data-driven insights and feedback loops from agents and supervisors.

Additional Responsibilities:

• Coordinate phased deployments across diverse business units and geographies, each with unique compliance, language, and operational needs.
• Support business units that require daily configuration changes and rapid responsiveness.
• Engage with implementation partners to assess capabilities, align on delivery models, and ensure accountability.
• Evaluate and pilot Genesys AI bundles, and guide adoption of emerging capabilities.
• Facilitate ongoing assessments of contact center technologies and business processes for optimization opportunities.
• Translate assessments into backlog and roadmap decisions, lead value realization efforts tied to platform investments, and coordinate with engineers and business leaders on readiness and optimization.
• Lead regular cadence and reporting with Steering Committee.

About You:

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business, or related field.
• 5+ years of experience in product ownership or management within contact center technologies.
• Strong knowledge of Genesys Cloud CX or Genesys Engage platforms.
• Experience with Agile methodologies and tools (e.g., Jira, Azure DevOps).
• Excellent communication, collaboration, and stakeholder management skills.
• Preferred: Genesys certifications.
• Experience with API integrations, CRM systems, and omnichannel solutions.
• Familiarity with cloud platforms (AWS, Azure) and security best practices.

Compensation and benefits:

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

We value inclusion and diversity:

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.