Manager, Product Management

Own the end-to-end product strategy, roadmap, and execution for voice channels, including IVR, call routing, agent experiences, and Conversational AI integrations across Genesys Cloud. Define requirements, design decisions, and rollout plans for voice enhancements while ensuring multi-region scalability and redundancy. Lead integration of virtual agents, intent-based routing, and AI-assisted containment, establishing standards for greetings, prompts, and escalation logic based on DNIS and business rules. Serve as the primary liaison between business, operations, technology, and VUI teams to drive alignment on decisions, KPI reporting, and launch readiness. Track success metrics such as call containment, transfer accuracy, and customer satisfaction to ensure measurable business outcomes.