Technical Product Manager
About the Role
We are seeking an experienced Technical Product Manager to lead the strategy, development, and delivery of sophisticated Speech/Text Analytics and Quality Management (QM) solutions for our global customer support operations.
Key Responsibilities:
* Act as a bridge between technical teams and business partners managing contact centers, translating operational challenges into scalable, AI-powered solutions.
* Collaborate closely with data analysts, engineers, UX designers, business partners, and vendor partners to drive initiatives that enhance agent performance, improve customer satisfaction, and uncover insights from unstructured conversational data.
* Own products like Genesys Cloud and related analytics/QM platforms, playing a key role in integrating these systems with broader CX technologies.
Requirements
To succeed in this role, you will need:
* 6+ years of product management experience, with at least 3 years in a technical product role, focusing on contact center technologies such as Speech & Text Analytics and QM tools.
* Proven understanding of system integrations, APIs, data pipelines, and architecture, with a proven track record to gather and translate business requirements into technical specifications.
* Familiarity with NLP, AI/ML concepts, and their application in customer service or voice interactions, along with experience in enterprise SaaS, cloud contact center platforms, or workforce engagement solutions.
* Excellent communication and partner engagement skills, adept at collaborating across teams to drive product success.
Benefits
This is a fantastic opportunity to join a dynamic team and take your career to the next level. As a valued member of our organization, you can expect:
* A competitive salary package.
* A comprehensive benefits program.
* Ongoing professional development and training opportunities.
Why Choose This Role?
This role offers the perfect blend of technical challenge and business impact. You will have the opportunity to work with cutting-edge technologies, collaborate with a talented team, and make a real difference in the lives of our customers.