Genesys Cloud Product Owner

Job Summary:

As a Genesys Product Owner, you will lead the product vision, roadmap and backlog for our global contact center platform, with a strong focus on Genesys Cloud capabilities, Universal UI, AI capabilities and business value realization. You will work closely with customer service stakeholders, architects, business analysts, developers and operations teams to define, prioritize and deliver scalable omnichannel solutions that enhance customer experience, improve agent productivity and support global standardization across Siemens Healthineers.

Key Responsibilities:

• Own and manage the product backlog for Genesys Cloud and related contact center capabilities, ensuring alignment with business priorities, customer needs and global transformation objectives.
• Define product vision, roadmap and release priorities for contact center features including routing, IVR, digital channels, reporting, workforce optimization and integrations.
• Collaborate with business stakeholders, regional teams and technical experts to gather requirements, refine user stories and translate strategic goals into actionable delivery plans.
• Prioritize demand, change requests and technical enablers based on business value, operational impact, compliance needs and platform scalability.
• Partner with architects and engineering teams to ensure solution design decisions are feasible, supportable and aligned with enterprise standards.
• Lead backlog refinement, sprint planning and acceptance activities, and provide timely decisions to unblock delivery teams.
• Track product performance, adoption and operational outcomes using KPIs, analytics and stakeholder feedback, and continuously improving the platform roadmap.
• Support go-live planning, rollout readiness, change communication and post-production stabilization for new Genesys capabilities and enhancements.

Required Skills and Experience:

• Strong experience as a Product Owner, Product Manager or similar role in contact center transformation, customer service technology or digital product delivery.
• Hands-on knowledge of Genesys Cloud or contact center application capabilities such as queues, routing, IVR, digital channels, reporting, user/role management and platform configuration concepts.
• Strong understanding of agile delivery practices, backlog management, user story writing, acceptance criteria and prioritization techniques.
• Excellent stakeholder management and communication skills, with the ability to align business, operations and technical teams across regions and time zones.
• Analytical mindset with the ability to assess business value, operational trade-offs, risks and dependencies in a complex enterprise environment.
• Experience with tools such as Azure DevOps, Jira or similar platforms for backlog management, release planning and delivery tracking.
• Customer-centric mindset with a strong focus on service experience, process simplification, adoption and measurable business outcomes.
• Strong passion to drive a product – Defining a clear, long-term goal and roadmap for what the product will achieve.
• Exposure & experience to AI capabilities for contact center setup 

Preferred Qualifications:

• Bachelor’s or master’s degree in information technology, Business Administration, Engineering, or a related field.
• 8-12 years of experience in product ownership, business transformation or contact center technology delivery in a global enterprise environment.
• Demonstrated experience with omnichannel contact center solutions and a solid understanding of customer service operations, call flows and service processes.
• Experience working with cross-functional teams spanning business, architecture, development, testing and operations.
• Knowledge of integration with adjacent enterprise platforms such as CRM, reporting, workforce management or automation tools is an advantage.
• Experience working in global programs with distributed teams and stakeholders across multiple countries and time zones.