Principal Product Manager, Contact Center Metrics

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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 global leader in customer experience (CX), empowering organizations to deliver seamless, personalized interactions. At the core of our innovation is the Event Data Platform, enabling real-time analytics and AI-driven insights that transform how businesses engage with their customers. By integrating a data lakehouse with a customer profile function, we unify diverse data sources to deliver smarter business outcomes.

The Role
We are seeking a Principal Product Manager - Analytics Insights to design, manage, and evolve a modern metrics layer that powers actionable insights across Genesys Cloud. This role is pivotal in shaping how businesses measure and optimize their operations, integrating new digital channels and AI copilots into metrics frameworks.

You will own the strategy for maintaining and organizing metrics, ensuring accuracy, relevance, and scalability, while helping customers quantify ROI and uncover opportunities for optimization across their business.

Key Responsibilities

• Metrics Design and Maintenance:

  • Develop and manage an abstracted metrics layer that adapts to evolving technologies while ensuring accuracy and completeness.

  • Organize metrics to reflect real-world contact center scenarios, including operational KPIs and customer-centric measurements.

• Innovation and Analytics:

  • Assess how digital channels and AI copilots impact metrics, integrating them into frameworks that address modern business needs.

  • Go beyond transactional reporting with forward-looking insights that drive decision-making.

• Customer Success:

  • Help customers understand the ROI of their investments and identify areas for operational improvement.

  • Deliver actionable insights that enable optimization across channels and business units.

• Collaboration and Leadership:

  • Partner with engineering, analytics, and product teams to align metrics with customer and business goals.

  • Gather feedback to refine solutions and ensure alignment with real-world challenges.

What We're Looking For

• 8+ years of experience in product management, business analysis, or a related role, with a strong focus on contact center operations, metrics, and analytics.

• Contact center experience is required, ideally with digital platforms and a deep understanding of customer engagement complexities. Or experience in data and analytics within support, professional services, reporting consulting.

• Proven ability to design, manage, and scale metrics frameworks with a focus on accuracy and business relevance.

• Strong strategic thinking, collaboration, and communication skills.

• Passion for helping businesses achieve meaningful results through data-driven insights.

Why Genesys?
Join us to redefine what's possible in customer experience. At Genesys, you'll work on cutting-edge solutions, collaborate with exceptional teams, and make a real impact for businesses worldwide. We offer:

• A culture of innovation, inclusion, and growth.

• Opportunities to work with emerging technologies that shape the future of analytics.

• Competitive compensation, comprehensive benefits, and flexible work options.

Ready to Build the Future of Analytics?
Apply today and lead the way in shaping modern analytics and insights at Genesys.

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.

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:/mygenesysbenefits. com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit 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 reach out to HR@genesys. com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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.