Product Management Manager – Voice Channels

About the role

The Product Manager – Voice Channels will own the strategy, roadmap, and execution of voice‑based customer experiences across Genesys Cloud and Conversational AI platforms. Partnering with business stakeholders, operations, engineering, VUI design and other Mastercard teams, the role will modernize IVR, agent‑assisted voice flows, and AI‑driven call handling while ensuring scalability and measurable outcomes.

Key responsibilities

• Define and manage the end‑to‑end product strategy and roadmap for voice channels, including IVR, call routing, agent experiences and Conversational AI integrations.
• Act as product owner for Genesys Cloud capabilities such as call flows, queues, skills, DNIS‑based routing, reporting and integrations.
• Lead the integration and evolution of Conversational AI, setting standards for greetings, prompts, escalation thresholds and transfer logic.
• Serve as primary liaison between business, operations, technology and VUI teams, driving requirement‑gathering sessions and executive‑level updates.
• Define and track success metrics (call containment, transfer accuracy, handle time, customer satisfaction) and ensure compliance with security and audit requirements.

Required profile

Required skills

• Genesys Cloud platform
• Conversational AI technologies
• IVR design and management
• Voice User Interface (VUI) design
• Call routing and DNIS configuration