Genesys Cloud Consulting
Damco Solutions, Austin, TX, United States
Genesys Cloud Consulting - Stage
Location: onsite, Austin, TX
Job Description: Product Manager - Customer Service (Assisted Service) bout the Role We are seeking an experienced
Product Manager - Assisted Service
to lead the modernization of our customer service platforms. This role will focus on transforming
legacy contact center systems
into a modern
Contact Center as a Service (CCaaS) environment , with
Genesys Cloud expertise as a must-have skill . You will own the product lifecycle end-to-end, including
requirements gathering, backlog management, AI-driven innovation, Proof of Concepts (POCs), and large-scale migration programs , while collaborating with stakeholders across business and technology to deliver world-class customer and agent experiences.
Key Responsibilities Product Ownership & Strategy
Define and maintain the
product vision, strategy, and roadmap
for assisted service and CCaaS platforms. Align product initiatives with business goals, customer experience objectives, and operational efficiency. Requirements & Backlog Management
Conduct
requirements gathering sessions
with business, operations, and technology teams. Write and refine
user stories, acceptance criteria, and epics
to guide development. Manage and prioritize the
product backlog in JIRA , ensuring delivery of high-value features. Collaborate closely with engineering teams to drive execution and resolve blockers. Contact Center Modernization & Migration
Lead the
migration of existing contact center platforms to Genesys Cloud CCaaS . Oversee
data migration, workflows, call routing, and integrations
to ensure seamless adoption. Partner with vendors and IT teams to deliver successful, large-scale deployments. Innovation, POCs & AI Integration
Design and run
POCs
to validate emerging technologies and prove business value. Drive the integration of
AI and automation , including
agent-assist, conversational AI, predictive routing, and self-service enhancements . Work with AI/ML teams to embed intelligence into assisted service and agent experiences. Business Stakeholder Management
Act as the
primary liaison between stakeholders and technical teams . Clearly communicate roadmap progress, risks, and dependencies to executives and cross-functional teams. Represent the
voice of both customers and agents
in product decisions.
Qualifications
7+ years of product management experience in
customer service or contact center technology . Genesys Cloud CCaaS expertise is required (must-have)
. Strong background in
contact center modernization, platform migration, and enterprise integrations . Hands-on experience with
requirements gathering, user story writing, and backlog management (JIRA) . Proven success in delivering
POCs, pilots, and production-scale rollouts . Solid understanding of
AI, automation, and analytics
in customer service.
Technical Skills
CCaaS Platforms
:
Genesys Cloud (required) ; exposure to other CCAAS solutions is a plus. Exposure to Assisted Service Tools
:
Agent Assist & Agent Desktop Knowledge Base / Knowledge Management Systems Integration with Case Management
solution (Salesforce Service Cloud preferred)
Workforce Engagement Management (WEM) Applications
: Genesys WEM (preferred) Analytics & Reporting AI/Automation
Preferred Skills
Experience in
global enterprise-scale or regulated environments . Knowledge of
customer journey analytics and advanced workforce engagement solutions . Strong vendor evaluation, partnership, and contract management skills.
Job Description: Product Manager - Customer Service (Assisted Service) bout the Role We are seeking an experienced
Product Manager - Assisted Service
to lead the modernization of our customer service platforms. This role will focus on transforming
legacy contact center systems
into a modern
Contact Center as a Service (CCaaS) environment , with
Genesys Cloud expertise as a must-have skill . You will own the product lifecycle end-to-end, including
requirements gathering, backlog management, AI-driven innovation, Proof of Concepts (POCs), and large-scale migration programs , while collaborating with stakeholders across business and technology to deliver world-class customer and agent experiences.
Key Responsibilities Product Ownership & Strategy
Define and maintain the
product vision, strategy, and roadmap
for assisted service and CCaaS platforms. Align product initiatives with business goals, customer experience objectives, and operational efficiency. Requirements & Backlog Management
Conduct
requirements gathering sessions
with business, operations, and technology teams. Write and refine
user stories, acceptance criteria, and epics
to guide development. Manage and prioritize the
product backlog in JIRA , ensuring delivery of high-value features. Collaborate closely with engineering teams to drive execution and resolve blockers. Contact Center Modernization & Migration
Lead the
migration of existing contact center platforms to Genesys Cloud CCaaS . Oversee
data migration, workflows, call routing, and integrations
to ensure seamless adoption. Partner with vendors and IT teams to deliver successful, large-scale deployments. Innovation, POCs & AI Integration
Design and run
POCs
to validate emerging technologies and prove business value. Drive the integration of
AI and automation , including
agent-assist, conversational AI, predictive routing, and self-service enhancements . Work with AI/ML teams to embed intelligence into assisted service and agent experiences. Business Stakeholder Management
Act as the
primary liaison between stakeholders and technical teams . Clearly communicate roadmap progress, risks, and dependencies to executives and cross-functional teams. Represent the
voice of both customers and agents
in product decisions.
Qualifications
7+ years of product management experience in
customer service or contact center technology . Genesys Cloud CCaaS expertise is required (must-have)
. Strong background in
contact center modernization, platform migration, and enterprise integrations . Hands-on experience with
requirements gathering, user story writing, and backlog management (JIRA) . Proven success in delivering
POCs, pilots, and production-scale rollouts . Solid understanding of
AI, automation, and analytics
in customer service.
Technical Skills
CCaaS Platforms
:
Genesys Cloud (required) ; exposure to other CCAAS solutions is a plus. Exposure to Assisted Service Tools
:
Agent Assist & Agent Desktop Knowledge Base / Knowledge Management Systems Integration with Case Management
solution (Salesforce Service Cloud preferred)
Workforce Engagement Management (WEM) Applications
: Genesys WEM (preferred) Analytics & Reporting AI/Automation
Preferred Skills
Experience in
global enterprise-scale or regulated environments . Knowledge of
customer journey analytics and advanced workforce engagement solutions . Strong vendor evaluation, partnership, and contract management skills.