CCaaS Product Manager – Genesys Cloud Modernization

CA-One Tech Cloud Inc; Austin (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading tech company in Austin, Texas is seeking a Contact Center Product Manager to lead the modernization of their customer service platforms. This role focuses on transforming legacy systems into a modern CCaaS environment, requiring Genesys Cloud expertise. The ideal candidate will have over 7 years of experience in product management within the customer service sector, specializing in backlog management and AI-driven innovations.

Qualifications

• 7+ years of product management experience in customer service or contact center technology.
• Hands-on experience with requirements gathering and backlog management.
• Proven success in delivering POCs and production-scale rollouts.

Responsibilities

• Define and maintain the product vision and strategy for assisted service.
• Lead migration of existing platforms to Genesys Cloud CCaaS.
• Act as the primary liaison between stakeholders and technical teams.

Skills

Product management experience

Genesys Cloud expertise

Backlog management in JIRA

AI and automation understanding

Tools

Genesys Cloud

Salesforce Service Cloud

Analytics & Reporting

Job description

A leading tech company in Austin, Texas is seeking a Contact Center Product Manager to lead the modernization of their customer service platforms. This role focuses on transforming legacy systems into a modern CCaaS environment, requiring Genesys Cloud expertise. The ideal candidate will have over 7 years of experience in product management within the customer service sector, specializing in backlog management and AI-driven innovations.