Product Communication Specialist

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Product changes create value when the teams supporting customers understand what is changing, why it matters, and how to act. As a Product Communication Specialist within Genesys Customer Success, you will translate complex product developments into clear, actionable communications that prepare internal teams for change and enable effective customer conversations.

You will own communication planning for product changes and partner closely with Product, Product leadership, and Customer Success stakeholders to understand technical and business implications, assess downstream impact, and tailor communications for audiences with varying levels of technical expertise.

In this highly visible role, you will independently manage multiple communication initiatives, exercise judgment around priorities and audience needs, and strengthen alignment between the teams building Genesys products and the teams guiding customers through adoption and change. As Genesys advances its cloud, AI, and digital customer experience capabilities, you will gain exposure to evolving product strategy, deepen your product

communication expertise, and contribute directly to the customer experience.

Key Responsibilities

• Lead end-to-end communication planning for upcoming product changes, ensuring Customer Success teams receive timely, accurate, and actionable information to support effective customer conversations and transitions.
• Partner with Product leaders and cross-functional stakeholders to identify upcoming changes, understand technical and business implications, and assess potential impact on internal teams and customers.
• Translate complex technical and product information into clear, audience-specific communications for stakeholders ranging from technical specialists to account-oriented Customer Success professionals.
• Advocate for customer and Customer Success perspectives during product discussions by surfacing adoption, implementation, and transition considerations before changes reach customers.
• Drive alignment between Product and Customer Success by establishing clear communication approaches, expectations, timelines, and readiness plans for significant product changes.
• Manage multiple concurrent communication initiatives independently, using sound judgment to prioritize competing deadlines, evolving requirements, and business needs.
• Deliver communications that meet high standards for accuracy, clarity, consistency, and timeliness while preserving the technical integrity of underlying product information.
• Strengthen team communication practices by reviewing peer content, providing constructive feedback, and helping establish consistent approaches for communicating complex product information.

Required Qualifications

• Bring 5 or more years of relevant technical experience working with complex software, cloud, customer experience, enterprise technology products, or a related environment.
• Demonstrate the ability to understand complex technical concepts and communicate them clearly to audiences with varying levels of technical expertise.
• Apply experience developing or managing communications related to product changes, technical enablement, product adoption, change management, or customer-facing initiatives.
• Collaborate effectively across Product, Customer Success, technical teams, and senior stakeholders, demonstrating sound judgment and credibility.
• Manage multiple priorities, deadlines, and communication initiatives independently while maintaining accuracy and quality.
• Communicate effectively in writing and verbally, including synthesizing detailed information into clear, audience-appropriate messaging.
• Use generative AI tools, such as ChatGPT, Claude, or comparable technologies, to support research, synthesis, communication development, or workflow efficiency.
• Hold a bachelor's degree or demonstrate equivalent practical experience.

Preferred Qualifications

• Bring experience with Genesys products, including Genesys Cloud, or comparable enterprise customer experience platforms.
• Support product launches, feature changes, migrations, deprecations, or similar initiatives requiring coordinated communication and stakeholder readiness.
• Apply familiarity with cloud, AI, automation, or digital customer experience technologies.
• Provide editorial review, coaching, or constructive feedback that improves the accuracy, clarity, and consistency of team communications.

About the Opportunity

This role offers meaningful autonomy and visibility across Product and Customer Success. You will have opportunities to influence how product changes are understood across the organization, build relationships with senior and cross-functional stakeholders, and help teams prepare for changes that directly affect Genesys customers.

The role naturally reflects Genesys values by requiring empathy for different audiences, close collaboration across organizational boundaries, and an ambitious approach to improving how product information moves from the teams building our products to the teams supporting our customers.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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. 

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.