Contact Center Product Manager(Gensesys) - Austin, TX (W2 only)

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

Overview

Contact Center Product Manager (Gensesys) - Austin, TX (W2 only)

Job Description: Product Manager – Customer Service (Assisted Service)

About the Role

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.

Key Responsibilities

• 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.
• 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.
• 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.

Qualifications

• 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

Preferred Skills

• Experience in global enterprise-scale or regulated environments.
• Knowledge of customer journey analytics and advanced workforce engagement solutions.
• Strong vendor evaluation, partnership, and contract management skills.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Product Management and Marketing