Product Owner Genesys Cloud

Who we are

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The opportunity

Connecting business needs with the teams that configure, develop, and support it.

The Genesys Product Owner decides what should be built or improved and why, while collaborating with delivery teams on how to implement it.

Day-to-day responsibilities

• Gather requirements: Work with contact-center leaders, agents, IT, compliance, and other internal customers to understand needs and pain points.
• Write and prioritize user stories, clarify and refine requirements with the technical team, and agree on capacity needed and total load time.
• Collaborate cross-functionally : Partner with customer service stakeholders, solution architects, business analysts, developers, and operations teams to deliver scalable solutions
• Validate changes: Review and accept completed work, support user testing, and ensure changes meet business and technical requirements.
• Measure outcomes: Support Business teams in the tracking of metrics such as customer experience, service levels, containment, agent productivity, and platform reliability.
• Manage risks and change: Consider security, privacy, compliance, training, and operational readiness and coordinate the different tracks with responsible services.
• Secure enforcement of RACI and platform governance (standardization versus deviations)

Who are we looking for

• Experience 8 to 12 years of experience in product ownership, business transformation, or global contact center technology delivery.
• Technical Knowledge: Deep familiarity with Genesys Cloud architecture, call flows, service processes, CX cloud connection with Salesforce and omnichannel operations.
• Agile Tools: Proficiency in backlog management and tracking platforms like Jira
• Education: Bachelor's or Master’s degree in Information Technology, Business Administration, Engineering, or a related field.
• Skills: Strong customer-centric mindset, global stakeholder management

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Public transportation allowance
• Meal allowance
• Annual bonus

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own. 

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

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