Project Management External Consulting Expert

Genesys empowers more than 7,500 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.

Sr. Product Owner Job Description

A product owner is the servant leader responsible for defining the user stories based on customer pain points, conducting market research, and considered the “product expert” and supporting team in developing realistic customer roadmaps. A key duty this role performs is that of funneling work to Agile delivery teams - ensuring a load-balanced approach is used for project assignments.

• Owns the decomposing of Genesys use cases into user stories with sample acceptance criteria
• Owns sample release roadmaps for team to leverage at initial customer Discovery/Kickoff sessions
• Conducts market research to ensure release plans and user stories are reflective of customer needs
• Drives customer requirements discussions and composing user stories/building backlog
• Closely partners with Genesys Product teams for knowledge of product roadmaps
• Closely partners with Genesys Use Case creation team for continuous improvement and feedback for use case updates and interpretation/education to customers and delivery teams
• Acts as a coach/mentor for delivery team Product Owners

Essential Duties:

• Define user stories from Genesys Use Cases and additional customer requirements
• Develop sample Release Roadmaps to be used during initial customer Discovery sessions
• Support Agile delivery teams, especially during initial backlog creation and on-going backlog refining sessions; help teams prioritize functionality to maximize customer value
• Understand customer needs, business goals, and the market (perform market research); high interaction with external customers to be considered the product expert
• Serve as an escalation point for delivery teams experiencing issues with product gaps
• Represent Professional Services to Genesys Product Management
• Understands core product innerworkings and able to conduct product demos
• As a part of the Scrum of Scrums team ensure alignment, cross-functional communication, and lessons learned are shared
• Support the delivery team using a servant-leadership style whenever possible and lead by example.
• Provides feedback and continuous improvement recommendations to the Genesys PS Delivery Methodology with feedback to Value Management Office (VMO)

Sr. Product Owner Required Skills/Experience:

• Successfully completed an accredited Product Owner/Product Manager certification class or equivalent Genesys PS class.
• Exceptional soft skills and above-average Emotional Intelligence, meaning: application of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and transparency.
• Ability to be customer-facing and ability to translate customer needs and business goals/objectives into technical work
• Good knowledge of core Genesys products and ability to conduct customer demos
• Ability to provide realistic yet creative solutions for customer problems that delivery teams can implement
• Ability to be the voice of customer back to delivery teams
• Brief and concise writing style

Preferred Skills/Experience (Any of these is a plus):

• Experience in playing the Product Owner role for at least two years for a software development team that was diligently applying Scrum principles, practices, and theory. 
• Three to five years as a Sr. Business Analyst or Business Consultant in an IT department
• Experience in Agile tools such as JIRA, Azure DevOps, etc. that can be applied to the Genesys PS tool: Genesys Project.
• Excellent communication and mentoring skills.
• Ability to visually translate conceptual ideas; use of Mock-Ups, Designs, and/or PowerPoint to convey complex concepts to novice up to expert levels
• Multiple years of Contact Center experience