Genesys, Contact Center and Customer Experience leader trusted by thousands of customers for 20+ years, is investing in Artificial Intelligence technology. AI supports a variety of new and differentiating use-cases in many domains of Customer Experience and is expected to disrupt the industry in depth. The Genesys Product Management organization is hiring an experienced Director of Product Management whose main responsibility will be to lead Data & Information Management for the AI Platform powering multiple Genesys AI offerings.
AI is a catalyst for understanding customer interactions, improve business operations and enable the human worRecruiter. As a Director in the AI Product Organization, you will lead the strategy around collecting, integrating and enriching the platform to turn data into action and insights. You will work as part of a multi-disciplinary team and are expected to work cross-functionally with product/development teams and business/partner leaders. Your leadership, business acumen and technical skills will be critical in helping Genesys consolidate its leadership position in customer experience orchestration with its AI-powered systems.
Genesys is looking for a highly motivated and talented leader with a strong combination of soft and hard skills. An ideal candiadate is someone who has a background in Engineeeing; experience working as a Product Manager; knows data, machine learning and data integrations. More specifically, will have deep understanding of customer data platforms and customer profiling methodologies, will be familiar with concepts around machine learning and have a proven track record of successfully driving enterprise applications from concept to market leadership. The candidate will have demonstrated ability to lead without authority, will enjoy planning and directing work, and will have a passion for using business insights to help solve user problems.
Lead, implement and maintains a data strategy to support organizational objectives around experience as a service.
Leverage first and third-party data to develop AI services that deliver actionable insights to customers.
Identify and collaborate with an ecosystem of partners and third-party vendors to drive innovation with data and enhance the platform capabilities while ensuring data governance and data quality structures are met.
Participate in the various data standardization initiatives.
Collaborate with other product managers to establish the right operational standards, consistency in developing recommendations around customer profiles and framework for orchestrating workflows.
Establish priorities, drive and measure progress on activities.
Managing the build and communication of collateral to enable the organization on the need for AI ready Data.
A Bachelor's degree in Computer Science, Information Systems, Analytics, Statistics, Applied Math, or any other related field.
Over 8 years of prior relevant experience.
Strong organizational skills. Experience managing cross functional project teams.
Strong written and verbal communications skills, and eager learner.
Proven ability to communicate to a technical and non-technical audience.
Experience in AI/Machine Learning technology and Big Data.
MBA, or similar advanced business/technical degree.
5+ years of experience with data analytics and/or data science.
Experience with business development and data acquisition at a data or tech company.
Experience in collecting competitive intelligence, market requirements and developing strategies and business cases per market segments.
Understanding of the Agile Development and Enterprise Processes.
Experience with open-source big-data tools such as AWS, Spark, Hadoop, Instituteflow, Parquet, etc. preferred.
Experience with agile software development, such as Scrum and Kanban.
Experience in Cloud solutions and operations.
Experience with data definition languages such as JSON-LD, YAML, Avro, etc.
Experience with working groups like ISO, IETF and RFC.