Product Owner, IT Platform Engineering (CCaaS)

Product Owner, IT Platform Engineering (Genesys Cloud) - India

Summary

This is a business-facing Product Owner role supporting the delivery of Genesys internal Contact Center as a Service (CCaaS) platform on Genesys Cloud. You will own the product backlog for all internal CCaaS automation and AI initiatives, ensuring alignment between business priorities and technical execution. Working closely with internal stakeholders across Genesys, you will translate requirements into actionable stories, define success criteria, and serve as scrum master for the development team. This role offers the opportunity to help shape how Genesys uses its own cloud platform, automation, and AI capabilities to drive self-service and operational efficiency across the company.

Key Responsibilities

• Own the product backlog for internal CCaaS development, spanning flows, bots, ServiceNow integrations, and AI-driven enhancements.
• Collaborate with internal stakeholders to gather, refine, and prioritize business requirements aligned to strategic automation goals.
• Write clear user stories and acceptance criteria that translate business needs into technical deliverables for developers.
• Facilitate agile ceremonies (standups, sprint planning, reviews, retrospectives) as the team’s scrum master.
• Partner with the Senior Manager to plan sprints, manage capacity, and ensure timely delivery of high-quality releases.
• Coordinate across teams to align dependencies and ensure consistent implementation of Genesys Cloud capabilities.
• Define and manage the roadmap for internal CCaaS capabilities, incorporating stakeholder feedback and lessons learned from prior releases.
• Track and communicate progress to stakeholders; proactively identify and resolve delivery risks or scope changes.
• Stay current on Genesys Cloud feature releases, AI innovations, and automation trends to advise stakeholders and influence roadmap direction.
• Support functional testing, demo sessions, and release readiness activities with developers and business teams.

Minimum Requirements

• 5+ years of experience as a Product Owner in agile software or platform development.
• Proven experience delivering CCaaS or contact center automation projects using Genesys Cloud or similar cloud platforms.
• Strong understanding of agile methodologies and practical experience serving as a scrum master for a development team.
• Ability to translate business requirements into clear technical user stories and acceptance criteria.
• Familiarity with AI-driven service automation concepts such as virtual agents, NLU, predictive routing, and summarization.
• Experience working with tools like Jira for backlog management, sprint tracking, and reporting.
• Excellent collaboration and communication skills with technical and non-technical stakeholders.
• Demonstrated ability to balance competing priorities and manage delivery timelines across multiple stakeholders.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field (or equivalent experience).

Desirable Skills

• Hands-on familiarity with Genesys Cloud capabilities including Architect, Bot Flows, Knowledge Workbench, and Data Actions.
• Experience integrating ServiceNow or similar workflow systems with CCaaS platforms.
• Exposure to conversational AI platforms, customer experience analytics, or automation design.
• Certification in Product Ownership (CSPO or PSPO) or Scrum Master (CSM).
• Understanding of cloud concepts (AWS, Azure) and APIs for automation or integration work.

https://genesys.wd1.myworkdayjobs.com/2_Genesys_Jobs/job/Chennai-Flexible/Product-Owner--IT-Platform-Engineering--Genesys-Cloud-_JR108855-3