Staff Product Manager, Callback Solutions

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Be part of a team that leads Callback capabilities within Genesys Cloud. This role owns product direction for enterprise Callback capabilities that improve customer experience, reduce wait times, optimize agent utilization, and support large-scale contact center operations across voice and digital engagement channels.

Partnering closely with engineering, architecture, operations, sales, customer success, finance, billing, pricing, and support teams, you will align customer needs, platform strategy, and commercial priorities to deliver scalable, reliable, and operationally sound solutions. This role also plays a key part in modernization efforts as Genesys continues evolving callback experiences and transitioning customers toward cloud-native engagement models within Genesys Cloud.

The ideal candidate combines strong enterprise CCaaS product management experience with deep understanding of contact center operations, customer journey design, technical platform delivery, and cross-functional leadership. This is a highly visible role with significant influence on platform scalability, customer adoption, operational readiness, monetization strategy, and the long-term evolution of callback and asynchronous engagement capabilities.

Key Responsibilities

• Define and execute the product roadmap for Genesys Cloud Callback capabilities

• Partner closely with engineering and architecture teams to deliver scalable, reliable, and high-performing callback platform capabilities

• Make informed prioritization and tradeoff decisions across customer value, technical complexity, operational impact, and business outcomes

• Serve as the product and domain lead for callback engagement capabilities, including queue callbacks, scheduled callbacks, virtual hold experiences, routing behaviors, capacity management, and customer workflows

• Lead cross-functional initiatives involving product, engineering, operations, finance, billing, pricing, support, and go-to-market teams

• Support customer-facing and internal discussions related to callback capabilities, roadmap direction, scalability considerations, and recommended implementation approaches

• Coordinate product changes that impact packaging, pricing, billing, operational processes, customer migrations, or platform readiness

• Analyze usage trends, operational metrics, support data, abandonment rates, callback completion rates, and customer adoption patterns to inform product strategy and prioritization

• Partner with enablement and go-to-market teams to prepare internal stakeholders for new callback capabilities and platform changes

• Create clear product requirements, documentation, decision records, and internal communications for complex callback initiatives

Required Skills & Experience:

• 5-7 years product management experience within enterprise SaaS, cloud platforms, contact center technology, communications platforms, or related enterprise software environments

• Strong understanding of callback workflows, queue management, virtual hold experiences, routing strategies, agent workflows, and customer engagement operations

• Familiarity with AI-assisted administration, automation, predictive engagement, or intelligent workflow capabilities

• Experience delivering technically complex platform capabilities in partnership with engineering and architecture teams

• Proven ability to translate customer and business needs into clear product requirements and roadmap priorities

• Experience leading complex cross-functional initiatives across technical, operational, and commercial stakeholders

• Strong communication skills with the ability to explain complex technical and product concepts to both technical and non-technical audiences

• Experience balancing customer needs, platform strategy, scalability considerations, operational complexity, and business priorities in roadmap decisions

• Ability to operate effectively in large, matrixed enterprise environments with multiple stakeholders and dependencies

• Experience supporting customer conversations, sales enablement, internal product education, and go-to-market readiness

Preferred Skills & Experience:

• Experience with enterprise contact center platforms

• Experience with callback, virtual hold, queue optimization, workforce efficiency, customer journey orchestration, or proactive engagement use cases

• Experience supporting cloud scalability initiatives, regional capacity planning, service limits, or large-scale enterprise deployments

• Experience with pricing, packaging, billing, or monetization-related product initiatives

• Strong analytical, operational, and problem-solving capabilities

• Excellent written and verbal communication skills

Our Benefits:

At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:

• Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.

• Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.

• Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.

• Annual bonus program – Be rewarded for your impact and contributions.

• Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.

• Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.

• Family-friendly policies – Generous paid maternity and paternity

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Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.