Sr. Product Manager- Contact Center Technology (Genesys / IVR)

CyberSearch; Indianapolis (IN); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Cybersearch, LTD. seeks a Sr. Product Manager-Contact Center Technology to own the strategy, roadmap, and outcomes for a multi-capability contact center product (IVR, routing, analytics, WFM) moving toward Genesys Cloud.

You will collaborate with product leaders, operations, and vendor partners to define features and ensure value delivery. This hybrid role requires 10+ years of experience in contact center tech, strong product discipline, and experience with AI use cases.

Qualifications

• 10+ years of experience, with direct ownership of product roadmaps, prioritization, and outcomes.
• Experience in contact center or customer interaction technology (IVR, routing, telephony, self-service, analytics).
• Track record partnering with operations, technology, and vendor teams.
• Genesys Cloud experience.
• Contact center cloud migration experience.
• Experience in large-scale contact center environments.
• AI enablement experience in contact center or customer service.
• Financial services industry experience.

Responsibilities

• Own the roadmap for IVR, self-service, call routing, workforce management, and related capabilities.
• Translate customer and operational problems into strategy, prioritized features, and clear outcomes.
• Build business cases with defined problems, outcomes, and investments; secure stakeholder approvals.
• Define, track, and report KPIs to verify releases meet objectives.
• Lead discovery into call drivers, journeys, pain points, and operational needs.
• Balance customer feedback with data to prioritize features across releases.
• Own backlog scoping, prioritization, and well-defined user stories.
• Collaborate with tech and scrum teams on design, integrations, testing, and releases.
• Work with operations and vendors to shape solutions and ensure delivery accountability.
• Identify and shape AI use cases (e.g., call summarization) and navigate AI governance.

Skills

Roadmap ownership

Product strategy

Cross-functional leadership

Genesys Cloud experience

Contact center technology

AI in contact center

Vendor management

Analytics / KPIs

Financial services domain

Cloud migration

Job description

Sr. Product Manager-Contact Center Technology (Genesys / IVR) (Hybrid, 3 days onsite)
Length: 6-month contract (potential extension)

Location: Indianapolis, IN or San Antonio, TX

Overview:

Owns product strategy, roadmap, and outcomes for assigned capability areas within a new enterprise contact center and customer interaction product. The product brings voice/IVR, routing, interaction management, and workforce management into one end-to-end experience. This is a new role on a small, growing team, working directly with the product leader to shape direction and deliver value quickly during a move to Genesys Cloud.

Responsibilities

Product strategy and ownership

• Own the roadmap for assigned capability areas, such as IVR and self-service, call routing, workforce management, associate tools, and interaction analytics, aligned to the overall product strategy
• Translate customer, associate, and operational problems into product strategy, prioritized capabilities, and clear outcomes
• Build business cases that define the problem, expected outcomes, and investment needed, and secure stakeholder approval
• Define, track, and report KPIs (such as containment, handle time, first contact resolution, transfer rate, and CSAT) to confirm releases deliver the intended results

Discovery

• Lead discovery into call drivers, customer journeys, pain points, and operational needs
• Balance customer feedback, business needs, and data such as volumes to prioritize features across release cycles

Delivery partnership

• Own the backlog for assigned areas: scoping, prioritization, and well-defined user stories and requirements
• Partner with technology and scrum teams on product design, integrations with other applications, testing, and releases
• Work with business operations and vendor partners to shape solutions and hold delivery accountable

AI and innovation

• Identify and shape AI use cases in the contact center, such as call summarization, and guide them through internal AI governance and approval
• Track contact center technology trends to inform the roadmap

Change management

• Drive adoption of new capabilities through communication, training, and readiness work with impacted teams

Qualifications:

• 10+ years of experience, including direct ownership of product roadmaps, prioritization, and outcomes. This means defining what gets built, not only executing defined scope.
• Product experience in contact center, customer service, or customer interaction technology, such as IVR, call routing, telephony, self-service, workforce management, or interaction analytics
• Track record of partnering with business operations, technology, and vendor teams
• Genesys Cloud experience
• Contact center cloud migration experience
• Experience in large-scale contact center environments
• AI enablement experience in a contact center or customer service setting
• Financial services industry experience