Product Owner

Additional Job Details:

We are seeking an experienced

with deep expertise in

. The ideal candidate will bring strong functional and technical knowledge of Genesys workflows, self-service capabilities, and AI-driven automation.

This role requires strong analytical skills, stakeholder management, and the ability to translate business needs into scalable technology solutions. The successful candidate will have

in contact centre systems, workflow analysis, chatbot/AI solution design, and API-driven integrations, with a proven track record of driving digital transformation in customer engagement.

• Partner with business stakeholders to elicit, document, and prioritise requirements for contact centre solutions.
• Analyse self-service workflows in Genesys Cloud to identify areas for improvement and automation.
• Define product backlog, create user stories, and manage acceptance criteria.

• Configure and customise Genesys Cloud “plain vanilla” workflows to meet business needs.
• Leverage IVR applications and APIs to deliver seamless customer support experiences.
• Conduct workflow assessments to enhance both customer experience and operational efficiency.

• Design and implement AI-powered chatbots to handle common customer queries and reduce ticket volume.
• Integrate conversational AI platforms with Genesys Cloud to optimise customer engagement.
• Collaborate with data and AI teams to enhance chatbot intelligence and personalisation.

• Own and manage the roadmap for contact centre solutions as Product Owner.
• Prioritise backlog items and ensure timely delivery in collaboration with development teams.
• Ensure solutions adhere to enterprise architecture, compliance, and security standards.

• Act as a bridge between business, technical teams, and vendors.
• Communicate effectively with stakeholders at all levels, providing updates, insights, and recommendations.
• Facilitate workshops, demos, and user acceptance testing (UAT).

• 7–10 years of professional experience as a Business System Analyst / Product Owner in Contact Centre Technology.
• Proven expertise in Genesys Cloud (GCX) , including workflow setup and customisation.
• Strong background in IVR applications and API-based integrations .
• Hands-on experience analysing and optimising self-service workflows in Genesys.
• Experience in designing and implementing Chatbots / AI-based customer support solutions .
• Solid understanding of contact centre operations, KPIs, and customer journey optimisation .
• Strong business analysis, documentation, and requirements management skills ( Agile / Scrum preferred ).
• Excellent communication, presentation, and stakeholder management abilities.

• Certification in Genesys Cloud or related contact centre technologies.
• Experience with Agile Product Ownership and backlog management tools (e.g., Jira, Azure DevOps ).
• Knowledge of customer experience platforms, CRM integrations , and omnichannel support strategies .
• Exposure to AI/ML conversational platforms (Dialogflow, Amazon Lex, Azure Bot Service, etc.).

Tanisha Systems, founded in 2002 in Massachusetts-*, is a leading provider of Custom Application Development and end-to-end IT Services to clients globally. We use a client-centric engagement model that combines local on-site and off-site resources with the cost, global expertise and quality advantages of off-shore operations. We deliver Custom Application Development, Application Modernization, Business Process Outsourcing and Professional IT Services from office locations in * and *.

Tanisha Systems services clients in Government, Banking & Financial Markets, Insurance, Healthcare, Retail & Consumer Goods, Energy & Utilities, Life Sciences, Telecom, Manufacturing and Transportation Industries around the globe. Our engagement model provides a flexible operational environment that empowers our clients with the right levels of control.

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