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Genesys Cloud Technical Product Manager - 2025-43

Calgary, AB

Job Posting: Genesys Cloud Technical Product Manager
Location: Calgary, AB (Hybrid - Onsite for team meetings only)
Duration: 1+ year contract with possible extension
Work Hours: 36.25 hours/week


About the Role

We are seeking an experienced Genesys Cloud Technical Product Manager to lead strategic initiatives within our contact center technology ecosystem. This hybrid technical/product role requires deep Genesys Cloud expertise combined with strong stakeholder management skills to bridge business vision and technical execution.

Key Responsibilities

Strategic Leadership

  • Translate business requirements into technical specifications and user stories for Genesys solutions

  • Manage roadmap/backlog for Genesys initiatives, ensuring alignment with strategic objectives

  • Facilitate planning sessions and prioritize development across multiple workstreams

Technical Execution

  • Lead technical design/implementation of new Genesys capabilities and integrations

  • Develop scalable, secure solutions adhering to Genesys best practices

  • Provide expert-level Genesys development support and create foundational tools

Stakeholder Engagement

  • Act as primary liaison between technical teams and business stakeholders

  • Measure initiative success through analytics and data-driven insights

  • Proactively mitigate risks and manage expectations

Operational Excellence

  • Optimize Genesys environment for improved efficiency and user experience

  • Support rollout of new features and evaluate third-party technologies


Required Qualifications

Technical Expertise

  • 5+ years Genesys experience (2+ years in Genesys Cloud CX)

  • Hands-on experience with:

    • Voice flows, ACD routing, agent desktop, reporting

    • Digital/Dialog Engine Bot Flows & NLU concepts

    • Genesys APIs and Appfoundry integrations

  • Proficiency in Python/JavaScript; GCP knowledge an asset

  • Genesys Cloud CX Architect/Developer certifications preferred

Product Management

  • Proven ability to manage agile product lifecycles (Jira, backlog prioritization)

  • Experience creating technical roadmaps aligned with business value

Soft Skills

  • Exceptional communication (technical ↔ non-technical audiences)

  • Strong analytical and problem-solving abilities

  • Contact center operations knowledge

Education

  • Bachelor’s in Computer Science/related field or equivalent experience


Project Focus

  • Key Projects: In-IVR Authentication, Self-Serve Implementation

  • Team Structure: Small cross-functional team (1-5 members)


Why Apply?

  • Lead high-impact initiatives for a major contact center transformation

  • Hybrid work model with flexible onsite requirements

  • Opportunity to work with cutting-edge Genesys Cloud technologies

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