Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Genesys is a hub for innovators to collaborate and shape the future of customer experiences. There is a world of possibilities where innovation thrives, and we embrace sky-is-the-limit thinking in AI-enabled Experience Orchestration. Genesys is currently seeking a dynamic individual for the role of Sr. Director – Product Management for Journey Management & Performance Insights. Journey Management represents an evolution in contact center analytics, introducing innovative capabilities for customers to monitor, measure, and visualize touchpoints across channels. At the core of Journey Management is an industry-leading event-data platform that captures, enriches, and dynamically orchestrates customer experiences in real time. As the Sr. Director – Product Management & Performance Insights, you will take ownership of the strategy, vision, and roadmap for features and capabilities spanning Journey Management, Insights & Alerts, harnessing the power of AI investments. Your role involves engaging with customers, partners, and product managers to identify and develop analytics solutions across the platform. Collaborating with R&D, UX Design, and go-to-market teams, you will lead the delivery of solutions that generate sustainable value for our customers. Join us in this innovative journey where your expertise will shape the future of customer experience. Key Responsibilities Develop and execute a customer-centric vision, strategy, and roadmap for Journey Management based on market research and customer needs. Collaborate with cross-functional teams to prioritize and deliver impactful features, providing innovative solutions and ensuring continuous progress. Work closely with development and UX teams to ensure seamless translation of specifications into exceptional user experiences. Establish operational excellence, proactively identifying risks and opportunities to unblock the team and drive successful outcomes. Define and monitor key performance indicators, using data-driven insights to inform product decisions and improvements. Evangelize the Journey Management strategy through enablement efforts, content creation, customer meetings, analyst briefings, feedback sessions, industry events, and speaking opportunities. Monitor product adoption using effective telemetry and engagement analytics. Partner with Customer Care to address customer escalations, ensuring a positive customer experience. Leverage a deep understanding of the product architecture to design and continuously improve user experiences. Required Qualifications Minimum 10+ years of product management experience, specializing in analytics. Bachelor's degree in a relevant field; advanced degree preferred. Proven track record in developing and executing successful product strategies driving customer satisfaction and business results. Strong background in Analytics / BI / Data Visualization Platforms and modern application development; additional expertise in data management and/or data integration is a plus. Systematic approach to breaking down complex problems and articulating perspectives for solutions. Big-picture perspective with a passion for success, coupled with a willingness to delve into necessary details. Experience leading cross-functional initiatives meeting or exceeding quality and business objectives. Product management experience in SaaS, public cloud, or Large Enterprise B2B software. Additional Qualifications Previous experience in a senior director or similar role is highly desirable. Customer-obsessed, curious, and empathic with a strong sense of ownership and accountability Executive presence, leadership, and exceptional communication skills to influence customers and senior executives. Experience with CRM systems, demonstrating a deep understanding of functionality and integration possibilities. Experience with sales and marketing domains or understanding of marketing automation solutions or Adobe AEP is a plus. Experience with the AWS ecosystem is a plus. Familiarity with scrum-based Agile development methodology Embrace diversity of thoughts and backgrounds, fostering a culture of innovation and collaboration. #LI-PS1 #remote Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $183,250.00 - $359,650.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments More details about our company benefits can be found at the following link: https://mygenesysbenefits.com If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com . Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response. This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response. Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.The Service Reliability discipline is at the cutting edge of DevOps and cloud-native architecture. Our mission is to systematize reliability, observability, and recoverability across hundreds of services running at massive scale. Genesys Cloud is in hypergrowth; Service Reliability Team is a group of engineers inventing the tools and techniques to enable our teams to keep up with the demand for our platform.What you will need to be successful in this role:You will need to have a solid understanding of multi-tenanted microservice architecture and development. You will need a Customer First mindset. You will also need to have strong problem-solving skills which will enable you to make valued contributions to our team and software platform. You need to keep up to date with the latest trends in cloud technology, especially as it applies to the AWS platform and its growing feature set. Being detail orientated and collaborative will also ensure your success in this role.Key Responsibilities:Consult with internal teams, assisting with instrumentation, monitoring, and alerting of microservices on AWS to ensure reliability and performanceDevelop and integrate solutions to enhance system observability, including: deployment and management of OpenTelemetry collectors and management of integration configurations with TerraformConduct root cause analysis for incidents with monitoring solutions, addressing issues promptly to maintain system observabilityUtilize AWS and other vendor services to optimize resource utilization, scalability, and cost efficiencyChampion observability and monitoring practices to identify and mitigate potential issues proactivelyParticipate in on-call rotations, responding to incidents and contributing to post-incident analysisQualifications:Proven experience in designing and implementing monitoring and alerting solutions for cloud-native microservicesExperience implementing OpenTemeletry solutions at scaleExpertise in software development and hands-on experience with AWS servicesUnderstanding of observability patterns, including metrics, traces, and logsIn-depth knowledge of distributed systems and multi-tenancy best practicesProficient in root cause analysis and incident response methodologiesPrevious experience in on-call support for production systemsBachelor's degree in Computer Science or related fieldPreferred Qualifications:Certifications in AWS and relevant cloud-native technologies#LI-AR1#remoteCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.$126,400.00 - $248,000.00Benefits:Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.#J-18808-Ljbffrby Jobble

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Job Title: Business Analyst Department & Team: Engagement & Experience, Customer Success Digital Transformation Job Reports to: Senior Director, Customer Success Digital Transformation Location: Anywhere, USA Summary As a Business Analyst on the Customer Success Digital Transformation (CSDT) team, you will be presented with the important opportunity to drive strategic decisions through data analysis, campaign analysis, market research, and data-driven insights. You will be asked to identify growth opportunities, optimize operational efficiencies, and provide regular updates on business and customer impact to leadership. Measuring self-service effectiveness on product-supporting sites is your initial focus, including knowledge, support, and the online community. Expect to collaborate with talented cross-functional roles while working on a highly creative and supportive team. Responsibilities <ul><li>Analyze and interpret data to extract actionable insights and inform strategic decision-making.</li><li>Communicate findings and recommendations clearly and effectively to stakeholders at all levels of the organization.</li><li>Calculate ROI formulas, measure support case deflection, and assist with audience discovery.</li><li>Collaborate cross-functionally to define and prioritize business requirements and ensure alignment with company objectives.</li><li>Drive continuous improvement by identifying opportunities to optimize processes, enhance efficiency, and maximize business impact.</li><li>Maintain a high level of accuracy and attention to detail in all aspects of analysis, reporting, and communication.</li><li>Proactively identify risks and opportunities and propose solutions to mitigate risks and capitalize on opportunities.</li><li>Analyze the impacts of change, support communication between relevant stakeholders, and capture the necessary requirements to initiate change.</li><li>Act as a subject matter expert on data analysis and reporting tools and methodologies, providing guidance and support to others as needed.</li></ul> Job Duties <ul><li>Conduct in-depth analysis of key performance metrics and customer behavior to inform strategic decision-making.</li><li>Collaborate with program managers, product owners, UX, engineers, and other stakeholders to define business requirements and prioritize feature development.</li><li>Develop dashboards, reports, visualizations, and presentations to track business performance and communicate insights to leadership and stakeholders.</li><li>Identify opportunities to optimize business processes and drive efficiency through automation and streamlining workflows.</li><li>Perform competitive analysis to identify industry trends, benchmark performance, and inform business strategies.</li><li>Support the Customer Success and marketing teams with data-driven insights to drive customer acquisition, retention, and expansion.</li><li>Conduct ad-hoc analysis and research projects to address specific business questions and provide actionable recommendations.</li><li>Stay current with industry trends, best practices, and emerging technologies to continuously improve analytical capabilities and drive innovation.</li></ul> Qualifications <ul><li>4+ years proven experience as a Business Analyst or related role</li><li>Experience with data analysis tools and techniques (e.g., Tableau, Pendo, Google Analytics)</li><li>Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical stakeholders.</li><li>Demonstrated ability to collaborate effectively with cross-functional teams and drive consensus towards common goals.</li><li>Strong problem-solving and critical-thinking skills, with a focus on practical, results-oriented solutions.</li><li>Self-motivated and proactive, with the ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.</li><li>Knowledge of agile development methodologies and experience working in agile teams is a plus.</li><li>Must be willing to travel up to 15%</li><li>Ability to travel internationally</li></ul> Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $70,200.00 - $137,800.00 Benefits: <ul><li>Medical, Dental, and Vision Insurance.</li><li>Telehealth coverage</li><li>Flexible work schedules and work from home opportunities</li><li>Development and career growth opportunities</li><li>Open Time Off in addition to 10 paid holidays</li><li>401(k) matching program</li><li>Adoption Assistance</li><li>Fertility treatments</li></ul> More details about our company benefits can be found at the following link: https://mygenesysbenefits.com If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response. This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response. Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. The Service Reliability discipline is at the cutting edge of DevOps and cloud-native architecture. Our mission is to systematize reliability, observability, and recoverability across hundreds of services running at massive scale. Genesys Cloud is in hypergrowth; Service Reliability Team is a group of engineers inventing the tools and techniques to enable our teams to keep up with the demand for our platform. What you will need to be successful in this role: You will need to have a solid understanding of multi-tenanted microservice architecture and development. You will need a Customer First mindset. You will also need to have strong problem-solving skills which will enable you to make valued contributions to our team and software platform. You need to keep up to date with the latest trends in cloud technology, especially as it applies to the AWS platform and its growing feature set. Being detail orientated and collaborative will also ensure your success in this role. Key Responsibilities: <ul><li>Consult with internal teams, assisting with instrumentation, monitoring, and alerting of microservices on AWS to ensure reliability and performance</li><li>Develop and integrate solutions to enhance system observability, including: deployment and management of OpenTelemetry collectors and management of integration configurations with Terraform</li><li>Conduct root cause analysis for incidents with monitoring solutions, addressing issues promptly to maintain system observability</li><li>Utilize AWS and other vendor services to optimize resource utilization, scalability, and cost efficiency</li><li>Champion observability and monitoring practices to identify and mitigate potential issues proactively</li><li>Participate in on-call rotations, responding to incidents and contributing to post-incident analysis</li></ul> Qualifications: <ul><li>Proven experience in designing and implementing monitoring and alerting solutions for cloud-native microservices</li><li>Experience implementing OpenTemeletry solutions at scale</li><li>Expertise in software development and hands-on experience with AWS services</li><li>Understanding of observability patterns, including metrics, traces, and logs</li><li>In-depth knowledge of distributed systems and multi-tenancy best practices</li><li>Proficient in root cause analysis and incident response methodologies</li><li>Previous experience in on-call support for production systems</li><li>Bachelor's degree in Computer Science or related field</li></ul> Preferred Qualifications: <ul><li>Certifications in AWS and relevant cloud-native technologies</li></ul> #LI-AR1 #remote Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $126,400.00 - $248,000.00 Benefits: <ul><li>Medical, Dental, and Vision Insurance.</li><li>Telehealth coverage</li><li>Flexible work schedules and work from home opportunities</li><li>Development and career growth opportunities</li><li>Open Time Off in addition to 10 paid holidays</li><li>401(k) matching program</li><li>Adoption Assistance</li><li>Fertility treatments</li></ul> More details about our company benefits can be found at the following link: https://mygenesysbenefits.com If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response. This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response. Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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Genesys Jobs

Senior Director Product Manager Journey Management Performance InsightsMay 14, 2024

L2 Business AnalystMay 3, 2024

Business AnalystApril 30, 2024

Senior Director Product Manager Journey Management Performance InsightsApril 28, 2024

Lead Software Engineer SreApril 28, 2024

Business AnalystApril 22, 2024

Lead Software Engineer SreApril 21, 2024

Business AnalystApril 21, 2024