Principal Product Manager, Contact Center Metrics

About the position

The Principal Product Manager for Analytics Insights at Genesys is responsible for designing, managing, and evolving a modern metrics layer that provides actionable insights across Genesys Cloud. This role is crucial in shaping how businesses measure and optimize their operations, integrating new digital channels and AI copilots into metrics frameworks. The position involves owning the strategy for maintaining and organizing metrics, ensuring their accuracy, relevance, and scalability, while helping customers quantify ROI and uncover optimization opportunities.

Responsibilities

• Develop and manage an abstracted metrics layer that adapts to evolving technologies while ensuring accuracy and completeness.
• Organize metrics to reflect real-world contact center scenarios, including operational KPIs and customer-centric measurements.
• Assess how digital channels and AI copilots impact metrics, integrating them into frameworks that address modern business needs.
• Deliver actionable insights that enable optimization across channels and business units.
• Partner with engineering, analytics, and product teams to align metrics with customer and business goals.

Requirements

• 8+ years of experience in product management, business analysis, or a related role, with a strong focus on contact center operations, metrics, and analytics.
• Proven ability to design, manage, and scale metrics frameworks with a focus on accuracy and business relevance.
• Strong strategic thinking, collaboration, and communication skills.
• Passion for helping businesses achieve meaningful results through data-driven insights.

Nice-to-haves

• Experience in data and analytics within support, professional services, reporting consulting.
• Contact center experience with digital platforms and a deep understanding of customer engagement complexities.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• Adoption assistance
• Work from home
• Vision insurance
• 401(k) matching
• Opportunities for advancement
• Flexible schedule