Genesys Cloud Product Jobs

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Technical Product Owner

Arctiq Philadelphia, PA 🇺🇸 Remote

Philadelphia, PA

Today

Contract Ai Workflows Cloud Platform Contact Center Ai

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Job Description

What you’ll gain

Arctiq is hiring a Technical Product Owner / Principal Consultant to help evolve a contact center ecosystem and customer experience platform strategy with strong ownership of the Genesys ecosystem. This is a contract-to-hire opportunity with a remote setup, operating on EST hours, where you will connect business outcomes, product ownership, solution architecture, and technical delivery.

Responsibilities

Own product vision, roadmap, priorities, and outcomes for customer experience and contact center capabilities
Partner with executive leadership to align technology investments with organizational objectives
Develop business cases, transformation roadmaps, and strategic recommendations
Create and prioritize use cases that drive measurable business value
Balance business needs, technical feasibility, operational realities, and customer experience requirements
Act as the primary liaison across business stakeholders, operations, architecture, and engineering
Manage external vendor relationships, including Genesys and third-party managed service providers, covering platform alignment, service delivery, contractual obligations, and licensing/subscription management
Evaluate current-state business processes, workflows, and customer journeys
Lead operational and organizational assessments to identify inefficiencies, risks, and improvement opportunities
Run discovery workshops with business leaders and stakeholders
Translate business challenges into actionable technology and process recommendations
Provide strategic advisory and thought leadership across customer experience initiatives
Design future-state operating models to improve service delivery, scalability, and performance
Own architectural decisions across contact center technologies, integrations, routing strategies, automation, and customer engagement solutions
Drive right-sizing initiatives and modernization efforts across the contact center ecosystem
Identify opportunities to improve performance, reliability, efficiency, and customer experience
Evaluate and recommend AI-powered capabilities, automation strategies, self-service solutions, workforce optimization tools, and emerging technologies
Ensure maximum value realization from Genesys investments
Design solutions that are scalable, secure, and supportable and aligned with enterprise technology standards
Collaborate with development, infrastructure, security, and operations to define future-state architectures
Review technical designs and guide implementation approaches; drive standardization, governance, and platform best practices
Evaluate technologies and vendor solutions to support business objectives
Lead operational transformation initiatives and organizational change efforts, including governance models, processes, and operational standards
Partner with business and technical teams to support adoption of new capabilities
Drive continuous improvement using data, analytics, and operational performance metrics
Provide hands-on support for complex technical challenges and solution implementations when required
Participate in proof-of-concepts, integrations, automation initiatives, and platform enhancements
Serve as a technical escalation point for complex platform and architecture decisions

Requirements

8+ years of experience in Product Management, Consulting, Solution Architecture, Contact Center Transformation, or Technical Leadership roles
Deep experience with Genesys Cloud, Genesys Engage, or similar enterprise contact center platforms
Strong understanding of contact center operations, customer engagement, workforce management, and service delivery models
Proven ability to lead executive-level discussions and influence strategic decisions
Experience conducting business process assessments and organizational transformation initiatives
Strong architecture and systems integration experience
Ability to translate complex business requirements into technical and operational solutions
Experience leading cross-functional teams through large-scale change initiatives
Experience implementing AI-powered customer experience solutions, virtual agents, conversational AI, automation, and analytics platforms
Background in enterprise architecture or management consulting
Experience with cloud platforms, APIs, integration frameworks, and modern software delivery practices
Knowledge of IT service management, operational excellence, and change management methodologies
Experience working within large enterprise customer service organizations

Tech you’ll work with

Genesys Cloud
Genesys Engage
AI-powered customer experience solutions
Virtual agents
Conversational AI
Automation
Analytics platforms
Cloud platforms
APIs
Integration frameworks
IT service management

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