Gallagher · 1 week ago
Genesys Product Owner
Rolling Meadows, IL
Full-time
Onsite
Senior Level
$122K/yr - $238K/yr
5+ years expGallagher is a global community that empowers businesses and individuals to thrive. The Genesys Product Owner role is responsible for aligning Genesys Cloud Contact Center solutions with strategic business goals, bridging the gap between stakeholders and technical teams, and ensuring the platform meets operational needs.
ConsultingFinancial ServicesInsuranceManagement ConsultingRisk Management
Responsibilities
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
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
Qualification
Required
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
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
Benefits
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
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...
Company
Gallagher
Gallagher is an international insurance brokerage and risk management services firm.
10001+ employees
H1B Sponsorship
Gallagher has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (58)
2024 (31)
2023 (32)
2022 (45)
2021 (36)
2020 (15)
Funding
Current Stage
Public CompanyTotal Funding
$9.7B2024-12-09Post Ipo Equity· $8.5B
2023-06-22Post Ipo Debt· $1.2B
1984-06-29IPO
Leadership Team
Alec Herring
Area Senior Vice President
Mark Gresser
Executive Vice President
Recent News
Life Insurance International
2026-01-07
2025-12-04
2025-11-19
Company data provided by crunchbase