Job Description
The Genesys Product Owner will lead the implementation of new Genesys environments for de novo clinics and oversee the transition of existing telephony platforms onto Genesys for newly acquired entities. This onshore role is accountable for standing up contact center capabilities from the ground up and migrating legacy voice solutions into a standardized, enterprise Genesys architecture. The Product Owner will drive structured delivery across voice, IVR, routing, CTI, and API integrations while coordinating closely with business stakeholders and blended onshore and offshore engineering teams.
Key Responsibilities:
• Lead end to end implementation of new Genesys environments for de novo clinic launches
• Oversee migration of legacy telephony and contact center platforms to Genesys for acquired organizations
• Define implementation and transition roadmaps aligned to enterprise standards and architecture
• Translate operational requirements into prioritized user stories and clear acceptance criteria
• Coordinate configuration of IVR flows, routing strategies, queues, CTI integrations, and API connections
• Partner with infrastructure and telephony teams to manage SIP connectivity, call flows, and cutover planning
• Drive testing, release management, and go live readiness activities
• Ensure smooth transition to hypercare and stabilization post deployment
• Maintain stakeholder alignment across clinical operations, IT, and contact center leadership
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
• 7 to 10 years of experience in product ownership or implementation leadership within contact center platforms
• Strong working knowledge of Genesys Cloud or Genesys Engage
• Experience standing up net new contact center environments and migrating legacy telephony systems
• Solid understanding of IVR design, routing logic, CTI, SIP, APIs, and high availability architectures
• Experience leading cross functional delivery across onshore and offshore teams Healthcare, payer, or provider environment
Experience integrating acquired entities into enterprise platforms
Familiarity with patient access workflows and contact center KPIs
The Genesys Product Owner will lead the implementation of new Genesys environments for de novo clinics and oversee the transition of existing telephony platforms onto Genesys for newly acquired entities. This onshore role is accountable for standing up contact center capabilities from the ground up and migrating legacy voice solutions into a standardized, enterprise Genesys architecture. The Product Owner will drive structured delivery across voice, IVR, routing, CTI, and API integrations while coordinating closely with business stakeholders and blended onshore and offshore engineering teams.
Key Responsibilities:
• Lead end to end implementation of new Genesys environments for de novo clinic launches
• Oversee migration of legacy telephony and contact center platforms to Genesys for acquired organizations
• Define implementation and transition roadmaps aligned to enterprise standards and architecture
• Translate operational requirements into prioritized user stories and clear acceptance criteria
• Coordinate configuration of IVR flows, routing strategies, queues, CTI integrations, and API connections
• Partner with infrastructure and telephony teams to manage SIP connectivity, call flows, and cutover planning
• Drive testing, release management, and go live readiness activities
• Ensure smooth transition to hypercare and stabilization post deployment
• Maintain stakeholder alignment across clinical operations, IT, and contact center leadership
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
• 7 to 10 years of experience in product ownership or implementation leadership within contact center platforms
• Strong working knowledge of Genesys Cloud or Genesys Engage
• Experience standing up net new contact center environments and migrating legacy telephony systems
• Solid understanding of IVR design, routing logic, CTI, SIP, APIs, and high availability architectures
• Experience leading cross functional delivery across onshore and offshore teams Healthcare, payer, or provider environment
Experience integrating acquired entities into enterprise platforms
Familiarity with patient access workflows and contact center KPIs