Product Owner – Voice SVS

Overview

As Product Owner for Voice SVS at HSBC, you own the end-to-end Genesys Cloud CX voice capabilities and roadmap, guiding IVR, routing, outbound campaigns, and integrations. You’ll partner with senior stakeholders to shape platform strategy and ensure reliable delivery across global teams. You drive backlog and acceptance criteria, balance value with reliability, and track KPIs to improve platform health. This role offers a chance to impact large-scale customer contact capabilities and cross-functional collaboration in a leading financial services group.

Pay / Benefits

• private healthcare for UK-based employees
• enhanced maternity and adoption pay and return-to-work support
• contributory pension scheme with generous employer contribution

Responsibilities

• Define the product vision and long-term roadmap for Voice SVS in partnership with senior stakeholders
• Own end-to-end lifecycle for Genesys Cloud CX voice capabilities (IVR, routing, outbound, telephony integrations)
• Set telephony design direction aligned to architecture, security, compliance and operational standards
• Build and prioritise a transparent backlog with epics, user stories and acceptance criteria
• Coordinate cross-functional agile delivery across telephony, network, infrastructure and integration teams
• Govern cross-team IVR and voice change approvals including impact assessment, cutover planning and service acceptance
• Define and track KPIs for adoption, performance and release success; use insights to improve platform health and delivery outcomes

Key requirements

• Product Owner or Product Manager experience delivering telephony or contact centre capabilities on Genesys platforms
• Hands-on experience with Genesys Cloud CX including roadmap ownership and delivery of voice outcomes (IVR, routing, outbound, integrations)
• Strong requirements gathering and analysis to translate business processes into clear functional/non-functional requirements with robust acceptance criteria
• Effective partnership with senior stakeholders across geographies and cultures using communication, facilitation, negotiation and influencing skills
• Establish success criteria and KPIs; interpret data to prioritise work using ROI/value-based approaches
• Engage engineering teams on feasibility, design decisions, quality and technical debt with a solid technical foundation
• Coordinate delivery across multiple teams to manage dependencies and competing priorities
• Operate platform run responsibilities including operational readiness, stability and release cadence

• clear communication
• facilitation
• negotiation
• Genesys Cloud CX
• IVR
• routing

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