17 Oct
Genesys
Toronto
Job details
Here’s how the job details align with your profile.
Job type
- Full-time
Location
Toronto, ON
Benefits
Pulled from the full job description
- Extended health care
- Flexible schedule
- Paid time off
Full job description
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud,
Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
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.
Position Overview
As the Staff Product Manager for Workforce Management Scheduling and Employee Flexibility at Genesys, you will drive the strategic vision, development, and execution of our WFM scheduling capabilities within the Genesys suite. You will leverage your experience in workforce management, particularly in contact center scheduling, to lead product innovation and enhance the user experience. Collaborating with cross-functional teams—including engineering, design, data science,
and customer success—you will ensure our solutions meet evolving market demands and exceed customer expectations.
Key Responsibilities
Product Strategy & Roadmap
- Develop and own the product strategy and roadmap for Workforce Management Scheduling, ensuring it aligns with company objectives, market trends, and customer needs.
Cross-Functional Collaboration
- Collaborate with engineering, design, sales, and marketing teams to define and prioritize features, ensuring smooth product delivery and integration with workforce optimization solutions.
Market Research & Customer Feedback
- Conduct market research and gather customer feedback to identify opportunities for innovation and product improvement, ensuring the product evolves to meet customer needs.
Go-to-Market Strategy
- Partner with sales and marketing teams to create and execute effective go-to-market strategies and product messaging, driving successful product positioning and market adoption.
Subject Matter Expertise
- Serve as a subject matter expert on Workforce Management Scheduling, representing the product to customers, partners, and internal stakeholders. Stay informed on industry trends and emerging technologies.
Product Lifecycle Management
- Lead the product lifecycle from concept through launch, ensuring timely delivery of high-quality features that align with business goals and customer expectations.
Qualifications Required:
- 3+ years of experience with Workforce Management Scheduling concepts and solutions, including an understanding of scheduling algorithms,
forecasting, and workforce optimization in contact centers or similar industries.
- 7+ years of product management experience, with a focus on software or systems development.
- Bachelor’s degree in computer science, engineering, or a related technical field.
- Ability to translate complex technical requirements and customer insights into actionable product features and strategic initiatives.
- Strong analytical and problem-solving skills with expertise in data-driven decision-making.
- Hands-on experience with Agile methodologies and managing the full product development lifecycle, from concept to release.
- Proven leadership and collaboration skills with the ability to influence senior stakeholders and work effectively with both technical and non-technical teams.
- Excellent communication and presentation skills, with the ability to explain technical concepts to diverse audiences.
Preferred:
- Experience with cloud-based workforce management solutions.
- Familiarity with emerging trends in workforce optimization technologies and scheduling solutions.
Why Join Us?
- Comprehensive Medical Coverage: Supplemental to Canada government benefits, ensuring enhanced healthcare for you and your family.
- Retirement Savings Plan: Generous company contributions to help secure your financial future.
- Paid Time Off: Competitive vacation and personal time off policies to support work-life balance.
- Flexible Work Arrangements:
Options for remote work and flexible schedules.
- Learning and Development: Opportunities for continuous learning and career growth.
- Parental Leave: Paid leave for new parents to support family needs.
- Wellness Programs and Employee Assistance: Initiatives promoting physical and mental well-being, including access to confidential counseling services.
#LI-Remote
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys,
organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.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 [email protected].
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, 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.
▶️ Staff Product Manager - Workforce Management Scheduling and Employee Flexibility
🖊️ Genesys
📍 Toronto