Product Owner
Tanisha Systems
Austin, TX
JOB DETAILS
JOB TYPE
Temporary, Contractor, Full-time
SKILLS
Acceptance Testing, Agile Programming Methodologies, Analysis Skills, Application Programming Interface (API), Artificial Intelligence (AI), Atlassian JIRA, Automation, Backlog Prioritization, Banking Services, Biology, Business Analysis, Business Process Outsourcing, Business Skills, Business Solutions, CRM Integration, Call Center Operations, Call Centers, Cloud Computing, Communication Skills, Conversation Engine, Customer Experience, Customer Service Tools, Customer Support/Service, DevOps, Documentation, Energy & Utilities, Enterprise Architecture, Establish Priorities, Genesys Solutions, Government, Healthcare, Information Technology Outsourcing, Insurance, LEX (LEXical analyzer), Manufacturing, Microsoft Windows Azure, Performance Metrics, Presentation/Verbal Skills, Product Backlog, Product Demonstration, Professional Services, Regulatory Compliance, Requirements Management, Retail, Scrum Project Management and Software Development, Security Compliance, Software Development, Stock Market, Systems Analysis, Technical Support, Time Management, Voice Response Systems, Workflow Analysis
LOCATION
Austin, TX
POSTED
2 days ago
Title: Product Owner
Location: Austin, TX
Duration: Fulltime
Additional Job Details:
Position Overview
We are seeking an experienced Business System Analyst / Product Owner with deep expertise in Contact Centre Technology, specifically Genesys Cloud. 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 7–10 years of experience 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.
Requirements Gathering & Analysis
- 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.).
About Tanisha Systems, Inc.
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.
Want to read more about Tanisha Systems? Visit us at www.tanishasystems.com
WebsiteOpen Jobs
About the Company
T
Tanisha Systems
INDUSTRY
Computer/IT Services