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

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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

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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

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Project Focus

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

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

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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