The Program Manager also plays a key role in establishing and improving operating processes across CSA, including roadmap planning, prioritization, program governance, stakeholder communication, status reporting, and delivery tracking. In addition to traditional program management responsibilities, this role will develop a working knowledge of the Genesys Jira environment and assist with hands-on Jira work as needed, helping support the organization’s Jira needs and processes.
As CSA continues to expand its use of AI and automation, the Program Manager will help coordinate initiatives that leverage these technologies to improve engineering productivity, operational workflows, incident management, service reliability, and the overall effectiveness of the organization. The ideal candidate combines strong program leadership and organizational skills with sufficient technical understanding to effectively partner with engineering teams and drive complex, cross-functional programs to completion.
Key Responsibilities
Lead the planning, coordination, and execution of strategic programs and initiatives across the Cloud Service Availability (CSA) organization.
Partner with Engineering, Product Management, DevOps, Site Reliability Engineering (SRE), Architecture, Security, and other stakeholders to establish priorities, requirements, milestones, dependencies, and delivery expectations.
Drive cross-functional programs from initial planning through execution, delivery, and operational adoption, ensuring clear ownership and accountability throughout the program lifecycle.
Coordinate quarterly and long-term roadmap planning, helping ensure initiatives are appropriately prioritized, staffed, tracked, and aligned with CSA and broader organizational objectives.
Establish and maintain program plans, schedules, milestones, dependencies, risks, and success criteria across multiple concurrent initiatives.
Identify risks, blockers, resource constraints, and cross-team dependencies early and work with stakeholders and leadership to drive timely resolution.
Provide clear and concise updates to CSA leadership on program health, key accomplishments, upcoming milestones, risks, dependencies, and areas requiring leadership attention or decisions.
Facilitate effective communication and alignment across engineering teams and partner organizations, including planning sessions, roadmap reviews, dependency discussions, and other program ceremonies.
Develop and maintain dashboards, metrics, and reporting that provide visibility into program health, delivery performance, operational improvements, and organizational objectives.
Develop a strong working knowledge of the Genesys Jira environment and processes and provide hands-on support beyond traditional program management responsibilities.
Support CSA’s AI and automation initiatives by coordinating programs that improve engineering productivity, operational workflows, incident management, service reliability, and organizational efficiency.
Identify opportunities to streamline processes, reduce manual effort, improve cross-team collaboration, and introduce greater automation into existing operational and program workflows.
Coordinate organizational readiness and adoption for new capabilities, processes, and tools, including stakeholder communication, documentation, rollout planning, and feedback collection.
Promote continuous improvement by evaluating program outcomes, identifying lessons learned, and implementing improvements to planning, execution, reporting, and operational processes.
Build strong relationships across technical and business organizations and serve as a central point of coordination for complex initiatives spanning multiple teams.
Qualifications
Required Qualifications
2–3 years of experience in program management, project management, technical project coordination, or a related role within a technology or engineering organization.
Demonstrated ability to coordinate multiple initiatives, manage priorities, track milestones and dependencies, and drive work through completion.
Experience working with cross-functional teams and building effective relationships with engineering, product, operations, and other technical or business stakeholders.
Strong organizational and problem-solving skills, with the ability to identify risks, blockers, and dependencies and help drive them toward resolution.
Strong written and verbal communication skills, including the ability to communicate program status, priorities, risks, and outcomes to both technical teams and leadership.
Experience with Jira or similar work management platforms, with an interest and willingness to develop deeper hands-on Jira knowledge and assist with the administration, organization, reporting, and ongoing improvement of CSA’s Jira environment.
Familiarity with AI and automation technologies, including practical experience using generative AI or AI-assisted tools to improve productivity, communication, analysis, or day-to-day workflows.
Strong interest in expanding the use of AI and automation within program management and operational processes, with the ability to identify opportunities where these technologies can reduce manual effort and improve efficiency.
Ability to learn technical concepts, systems, AI capabilities, and new technologies quickly and work effectively with engineering teams without requiring deep software development expertise.
Ability to work independently, take ownership of assigned initiatives, and operate effectively in a fast-paced environment with changing priorities.
Strong attention to detail and a commitment to maintaining accurate program documentation, reporting, and tracking.
Preferred Qualifications
Experience supporting cloud, SaaS, infrastructure, DevOps, Site Reliability Engineering (SRE), service availability, or other technology-focused organizations.
Hands-on experience with Jira, including projects, epics, stories, workflows, dashboards, filters, queries, reporting, or backlog management.
Experience participating in Agile or similar software development and delivery methodologies.
Experience supporting quarterly planning, roadmap development, backlog management, program reporting, or engineering delivery processes.
Familiarity with cloud technologies and platforms such as AWS and an understanding of modern software development and operational practices.
Experience identifying opportunities for process improvement and increased operational efficiency.
Demonstrated ability to learn new tools and technologies and a desire to expand both program management and technical capabilities over time.
Ideal Candidate
The ideal candidate is a highly organized, proactive, and collaborative professional who is comfortable working in a fast-paced technical environment. They are eager to take ownership, learn new technologies and processes, and work closely with engineering teams to drive initiatives forward. They should be comfortable using AI as part of their daily work, interested in identifying new opportunities for AI and automation, and willing to develop hands-on expertise with Jira to support the broader needs of the CSA organization.
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
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