Genesys Product Owner

Welcome to Gallagher - a global community of people who bring bold ideas, deep expertise, and a shared commitment to doing what’s right. We help clients navigate complexity with confidence by empowering businesses, communities, and individuals to thrive. At Gallagher, you’ll find more than a job; you’ll find a culture built on trust, driven by collaboration, and sustained by the belief that we’re better together. Whether you join us in a client-facing role or as part of our brokerage division, our benefits and HR consulting division, or our corporate team, you’ll have the opportunity to grow your career, make an impact, and be part of something bigger. Experience a workplace where you’re encouraged to be yourself, supported to succeed, and inspired to keep learning. That’s what it means to live The Gallagher Way.

The Genesys Product Owner (PO) is a business-centric leader embedded within the Enterprise Voice technology tower, responsible for aligning Genesys Cloud Contact Center solutions with strategic business goals. This role bridges the gap between business stakeholders and technical delivery teams, ensuring the Genesys platform evolves to meet dynamic operational needs across global business units.

• Translate business objectives into a clear product vision and roadmap for Genesys capabilities, including omnichannel routing, IVR, AI integrations, and workforce engagement tools.
• Own and continuously refine the product backlog, prioritizing features that deliver the highest business value.
• Collaborate with Genesys Professional Services and internal architects/engineers to validate feasibility and scope of backlog items.

• Act as the voice of the customer, representing business units, agents, and end-users in all solutioning discussions.
• Facilitate workshops and discovery sessions to capture evolving requirements, especially in high-change environments.
• Ensure alignment with enterprise-wide transformation goals such as contact center consolidation, cost optimization, and operational consistency.

• Make real-time decisions on scope, prioritization, and acceptance criteria during sprints and releases.
• Serve as the escalation point for requirement ambiguities, scope changes, and delivery blockers.
• Partner with project managers to plan and execute migrations, ensuring readiness across technical, operational, and training dimensions.

• Govern the Genesys configuration lifecycle, including skill management, queue design, and routing logic.
• Coordinate with CRM and middleware teams to ensure seamless integrations and data flows.
• Support change management by collaborating with divisional leads on training, communication, and adoption strategies.

• Define and track KPIs such as call containment, misdirects, average handle time, and agent utilization.
• Leverage Genesys reporting tools and internal dashboards to measure ROI and inform backlog prioritization.
• Drive continuous improvement through data-driven insights and feedback loops from agents and supervisors.

Additional Responsibilities

• Multi-Wave Global Rollouts: Coordinate phased deployments across diverse business units and geographies, each with unique compliance, language, and operational needs.
• High-Touch Environments: Support business units that require daily configuration changes and rapid responsiveness.
• Vendor & Partner Collaboration: Engage with implementation partners to assess capabilities, align on delivery models, and ensure accountability.
• Innovation Enablement: Evaluate and pilot Genesys AI bundles, and guide adoption of emerging capabilities.
• Continuous Evaluation: Facilitate ongoing assessments of contact center technologies and business processes for optimization opportunities. Translate assessments into backlog and roadmap decisions, lead value realization efforts tied to platform investments, and coordinate with engineers and business leaders on readiness and optimization.
• SteerCo Cadence: Lead regular cadence and reporting with Steering Committee.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business, or related field.
• 5+ years of experience in product ownership or management within contact center technologies.
• Strong knowledge of Genesys Cloud CX or Genesys Engage platforms.
• Experience with Agile methodologies and tools (e.g., Jira, Azure DevOps).
• Excellent communication, collaboration, and stakeholder management skills.

Preferred:

• Genesys certifications.
• Experience with API integrations, CRM systems, and omnichannel solutions.
• Familiarity with cloud platforms (AWS, Azure) and security best practices.

Candidates with experience in the following may have a distinct advantage:

• Deep understanding of claims, policy administration, and regulatory compliance.
• Familiarity with risk assessment, mitigation strategies, and secure communications.
• Proven ability to deliver compliant, customer-centric solutions in regulated environments.
• Expertise in designing and optimizing omnichannel contact center operations.

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We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

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Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.