Product Management Intern

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.

Genesys is in hyper-growth mode. The mission of Genesys Cloud Product Management team is to support Genesys Product leadership to develop growth strategy and drive strategic & operational initiatives to ensure the strategy is executed successfully. 

As a Product Management Intern, you will bring your leadership, business acumen, and technical skills to the Genesys Cloud team. You will play a critical role in the analysis, development, delivery and future of Genesys Cloud services that drive our customer experience software solutions. In this role, you will be responsible for coordinating with both business/partner leaders and product/development teams, including analyzing data, utilizing tools to provide timely and actionable information, working with offer definition, development, sales enablement, and ongoing coordination/communication to ensure they successfully develop and sell an offer that enables best in class customer journeys to the end customers. 

Key Responsibilities:

• Utilize tools to analyze data and to provide comprehensive, easy to understand and compelling reports and data for voice and media solutions across all Genesys Cloud offerings.
• Work with supporting organizations, including product management, sales, development, support, IT operations, finance and legal to provide data and analytics in support of global product expansion
• Coordinate with vendor management, legal, finance, and vendors to negotiate contracts and onboard new vendors.
• Manage the creation of purchase requests and payments for telecommunications vendors on an ongoing basis.
• Manage Genesys Cloud Voice carrier relationships in conjunction with product management, development, and operations with a focus on global expansion, redundancy, and commercial strategy.
• Assist in the integration of third-party solutions and tools that will provide deeper analytics and insights into call detail records, call traffic patterns and quality statistics.
• Work with account teams and their customers to design global telecommunications solutions and architectures which utilize Genesys Cloud Voice in a way that ensures regulatory compliance in a variety of countries.
• Play an active role in managing project goals and driving teams to achieve customers’ business outcomes by managing issues, risks, decisions, and action items.
• Balance various complex projects and initiatives
• Remove obstacles blocking or slowing down the teams
• Manage multiple projects at one time
• Develop and improve processes, communicate plans and achievements, and facilitate project meetings

Technical Enablement

• Develop instrumentation to ensure rich data is available on customer media processing
• Leverage captured usage data and country-specific regulatory compliance guidelines to define requirements and prioritization of future enhancements
• Enable customer visibility into key usage and support metrics

Business Transformation

• Evaluate and promote new business models, bundles and tiers
• Ensure compatibility with existing financial and business systems
• Partner with marketing & sales to deliver sales tools to support new go to market strategies

Optimization

• Determine feature-level pricing based on competitive position and Genesys margin requirements
• Ensure offers are cohesive, easy to understand and compelling
• Support product revenue forecasts through model development

Minimum Requirements:

• Pursuing Masters of Business Administration (MBA) student/degree or equivalent
• Strong analytical & structured problem-solving skills
• Passion for analyzing products, customer needs, and market dynamics
• Strong understanding of programmable voice and media services delivered over the internet including telecommunications, carriers, and contact ce