Genesys Product Designer

📍 Job Overview

Job Title: Product Designer - IT (Genesys Cloud CX)

Company: KONE

Location: Chennai, Tamil Nadu, India

Job Type: Full-time

Category: Revenue Operations / Sales Operations / GTM Technology (focus on Contact Center Solutions)

Date Posted: August 05, 2026

Experience Level: 5-10 years (with specific emphasis on 8+ years in contact center tech)

Remote Status: On-site

🚀 Role Summary

• Design and develop IT products, focusing on contact center technologies, to meet user and stakeholder needs.

• Translate business requirements into detailed functional specifications and actionable backlog items for development teams.

• Collaborate cross-functionally with Product Owners, Architects, and development teams to ensure successful implementation and delivery of value.

• Maintain and evolve IT product designs, ensuring compliance with KONE's cybersecurity and data model standards.

📝 Enhancement Note: This role is positioned within KONE's Technology and Innovation Unit (KTI), specifically focusing on integrating physical products (elevators, escalators) with digital systems. The "Product Designer - IT" title, while broad, is heavily specialized towards contact center solutions, particularly Genesys Cloud CX, indicating a critical need for operations and GTM technology expertise to enhance customer experience and operational efficiency. This role is pivotal in bridging business requirements with technical execution for digital solutions impacting customer interactions.

📈 Primary Responsibilities

• User Needs Analysis: Work with Product Owners, process owners, and end-users to clarify proposed IT product changes and define detailed requirements, including functionality, expected value, and acceptance criteria.

• IT Product Design: Create fit-for-purpose designs for assigned scope, considering both functional and non-functional aspects (e.g., cybersecurity, data models), in close collaboration with Product Architects and Technical Design Leads.

• Backlog Management: Define and create backlog items (stories, tasks) based on designs, and support the Product Owner in refining higher-level backlog items (Epics).

• Stakeholder Collaboration: Actively participate in stakeholder and end-user demos, incorporating feedback into product designs and designs specifications.

• Documentation & Training: Maintain up-to-date product concept and description documentation, including design specifications and training materials, and conduct trainings for key stakeholder groups on best-practice usage and new releases.

• Agile Practice Participation: Play an active role in agile ceremonies, including backlog refinement, planning, and dependency management with other teams.

• Operational Support: Support Operations personnel in addressing critical IT product issues, such as Major Incidents, when necessary.

📝 Enhancement Note: The responsibilities highlight a blend of strategic product definition and tactical execution within an agile framework. The emphasis on "fit-for-purpose designs," "continued compliance," and "stakeholder collaboration" points to a role that requires not just technical acumen but also strong business understanding and communication skills to ensure IT solutions directly support KONE's mission of improving urban life through seamless customer journeys and operational efficiency.

🎓 Skills & Qualifications

Education:

• Bachelor’s Degree in Computer Science, MIS, Engineering, or a directly related field.

• Master’s Degree preferred. Experience:

• 8+ years of experience in contact center technology.

• 5+ years of experience with the application development lifecycle.

• 5+ years of hands-on experience implementing Genesys Cloud CX, with deep expertise in its products, features, and architecture.

• Proven ability to design and develop Genesys Cloud architectures, applying best practices and translating them into use-case-specific solutions.

• Experience conducting Proof-of-Concept (POC) demonstrations for CCaaS business processes (e.g., call flows, automation, integrations).

• Consulting exposure on large CCaaS environments.

• Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business cases for driving improvements.

• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing.

• In-depth knowledge and know-how of Customer Service Operations across industries. Required Skills:

• Genesys Cloud CX Expertise: Deep expertise in Genesys Cloud CX products, features, architecture, and implementation.

• Contact Center Technologies: Proficiency in IVR, CRM, WFO, and other contact center technologies.

• Genesys Architect: Deep Genesys Architect expertise, including flow development.

• API & Scripting: Proficiency in Genesys APIs, scripting languages (e.g., JavaScript), and integration technologies (e.g., REST).

• Documentation: Proficiency in documenting business and system requirements, user stories, and design specifications.

• Omni-Channel Design: Enterprise-scale omni-channel solution design (Voice, IVR, Chat, Email, Bots).

• Agile Methodologies: Active participation in agile practices, including backlog refinement and planning.

Preferred Skills:

• Genesys Engage skills.

• Experience with Voice/Chat Bot technologies (Genesys/Google Dialogflow/Lex/Nuance etc.).

• Generative AI experience.

• Terraform / Infrastructure-as-Code.

• CI/CD & Git-based deployment.

• Knowledge of on-premises, on-cloud, hybrid cloud, and cloud economics (including TCO analysis).

• Experience with Genesys Framework Components (e.g., Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations).

📝 Enhancement Note: The extensive requirements, particularly the 8+ years in contact center tech and 5+ years with Genesys Cloud CX, indicate this is a senior-level role demanding specialized expertise. The blend of technical skills (APIs, scripting, IaC) with business-oriented responsibilities (requirements documentation, stakeholder demos) emphasizes the need for a candidate who can translate complex technical capabilities into tangible business value for KONE's customer experience operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Solution Design Case Studies: Showcase a portfolio of designed Genesys Cloud CX solutions, detailing the problem statement, proposed architecture, implementation approach, and key features.

• Requirements Documentation Samples: Provide examples of well-structured business and system requirements, user stories, and detailed design specifications developed for contact center solutions.

• POC Demonstration Experience: Evidence of successfully conducting Proof-of-Concept (POC) demonstrations for CCaaS business processes, illustrating the ability to translate concepts into tangible outcomes.

• Technical Integration Examples: Demonstrate experience with integrating Genesys Cloud CX with other systems (e.g., CRM, WFO) using APIs and scripting, with examples of challenges overcome and solutions implemented.

• Process Optimization Impact: Case studies highlighting how designed solutions have led to measurable improvements in contact center efficiency, customer satisfaction, or operational cost reduction.

Process Documentation:

• Workflow Design: Ability to design and document complex contact center workflows, including IVR flows, routing strategies, and automation sequences using tools like Genesys Architect/Composer/Designer.

• System Architecture Diagrams: Proficiency in creating clear and comprehensive system architecture diagrams for contact center solutions, detailing components, integrations, and data flows.

• Best Practice Documentation: Experience in documenting and maintaining best practices for Genesys Cloud CX implementation, configuration, and operation.

📝 Enhancement Note: For a senior Product Designer role focused on Genesys Cloud CX, a robust portfolio is critical. It should not only demonstrate technical depth but also the ability to articulate the business value and operational impact of designed solutions. Candidates should be prepared to walk through specific examples of how they've translated complex user needs into functional, compliant, and efficient contact center solutions.

💵 Compensation & Benefits

Salary Range:

• Given the senior experience level (8+ years in contact center tech, 5+ years with Genesys Cloud CX), specialized skillset, and location in Chennai, India, a competitive salary is expected. Based on industry benchmarks for similar roles in India, a range of ₹1,500,000 to ₹3,000,000 per annum (approximately $18,000 - $36,000 USD, subject to exchange rates) is estimated. This range accounts for significant expertise in Genesys Cloud CX, solution architecture, and customer service operations. Benefits:

• Career development opportunities.

• Personal growth opportunities.

• Support for a healthy and balanced life.

• Comprehensive health insurance (typical for full-time roles in India).

• Retirement savings plan contributions (e.g., Provident Fund).

• Paid time off (vacation, sick leave, public holidays).

• Opportunities for professional development and training. Working Hours:

• Full-time position, typically 40 hours per week. Standard working hours in Chennai are usually Monday to Friday, 9:00 AM to 6:00 PM IST, with flexibility for critical incident support.

📝 Enhancement Note: The salary estimate is based on research for senior IT roles specializing in contact center technology and specific platforms like Genesys Cloud CX in major Indian tech hubs like Chennai. It factors in the extensive experience required and the specialized nature of the skillset. Benefits are standard for a global company like KONE, with an emphasis on professional and personal growth as highlighted in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Elevators, Escalators, and Automatic Building Doors; Technology & Digital Solutions. KONE is a global leader in providing innovative solutions for urban mobility, focusing on making cities better places to live through intelligent and connected systems.

Company Size: KONE is a large, established global corporation with over 60,000 employees worldwide. This implies a structured environment with established processes, but also opportunities for impact within specialized units like KTI.

Founded: 1910. With over a century of history, KONE has a strong foundation and a proven track record of innovation and sustainability.

Team Structure:

• The role is within the KONE Technology and Innovation Unit (KTI), specifically KONE IT.

• This unit focuses on combining physical products with smart, connected digital systems, developing new digital solutions based on emerging technologies like AI and automation.

• The Product Designer will likely work within an agile team structure, collaborating closely with Product Owners, Product Architects, Technical Design Leads, Data Engineers, and potentially UI/UX designers.

• Reporting will likely be to a Product Owner or a manager within the KTI/KONE IT organization. Methodology:

• Agile Development: The team operates using agile practices, emphasizing iterative development, continuous feedback, and cross-functional collaboration.

• Data-Driven Design: While not explicitly stated for this role, KONE's strategy emphasizes "intelligent solutions" and "digital transformation," suggesting a strong reliance on data analysis to inform design decisions and measure impact.

• Customer-Centricity: The mission to improve urban life and create the "Best People Flow experience" highlights a strong focus on understanding and meeting customer and user needs.

Company Website: https://kone.com/

📝 Enhancement Note: KONE's culture emphasizes sustainability, curiosity, and innovation. For an IT Product Designer, this means being part of a forward-thinking organization that values technological advancement and its impact on user experience and operational efficiency. The KTI unit is at the forefront of KONE's digital transformation, making this a strategic and impactful role.

📈 Career & Growth Analysis

Operations Career Level: This is a senior-level Product Designer role, specifically focused on IT solutions within the contact center domain. It requires deep technical expertise in Genesys Cloud CX and a strong understanding of customer service operations, placing it at a high individual contributor or specialist level.

Reporting Structure: The Product Designer will report to a Product Owner or a similar manager within the KONE IT / KTI organization. They will work collaboratively within an agile team, interacting with various technical and business stakeholders.

Operations Impact: The role directly impacts KONE's ability to enhance customer experience through intelligent digital solutions. By designing and refining contact center technologies, the Product Designer contributes to improving service delivery, operational efficiency, and customer satisfaction, which are critical for KONE's "Sustainable Success with Customers" strategy.

Growth Opportunities:

• Specialization: Deepen expertise in Genesys Cloud CX, Generative AI applications in contact centers, or other emerging contact center technologies.

• Leadership: Transition into a Product Owner role, lead architecture design for larger initiatives, or move into management positions within KONE IT.

• Cross-Functional Experience: Gain exposure to other areas of KONE's digital transformation, such as IoT, cloud infrastructure, or data analytics.

• Professional Development: Access to training, certifications, and industry conferences to stay current with technology trends.

📝 Enhancement Note: The role offers significant growth potential for individuals passionate about contact center technology and digital innovation. The emphasis on emerging technologies like AI and the company's strategic focus on digital transformation provide a fertile ground for career advancement within KONE's IT and innovation divisions.

🌐 Work Environment

Office Type: This is an on-site role in Chennai, India. KONE likely provides modern office facilities designed to foster collaboration and productivity.

Office Location(s): Chennai, India (specifically Chennai ITEC/KBS). This location is a key IT hub for KONE, suggesting a well-equipped and supportive work environment.

Workspace Context:

• Collaborative Spaces: The office environment is expected to include collaborative zones and meeting rooms to facilitate team discussions, design sessions, and stakeholder meetings.

• Technology Access: Employees will have access to necessary hardware, software, and network resources to perform their design and development tasks, including specialized contact center software and development tools.

• Team Interaction: Opportunities for regular interaction with a diverse team of IT professionals, product owners, architects, and potentially business stakeholders, fostering a dynamic and engaging work atmosphere.

Work Schedule:

• Standard full-time working hours (likely 40 hours per week) are expected, typically Monday to Friday.

• Flexibility may be required to support critical system operations or attend global meetings across different time zones, aligning with KONE's global presence.

📝 Enhancement Note: As an on-site role in a major IT hub, the Chennai office is expected to provide a professional and well-resourced environment conducive to complex IT product design and development. The collaborative nature of the role suggests an office setup that supports teamwork and knowledge sharing.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR screening to assess basic qualifications, experience, and cultural fit.

• Technical Interview(s): In-depth discussions focusing on Genesys Cloud CX expertise, contact center architecture, solution design principles, and problem-solving skills. Expect questions on IVR design, routing strategies, API integrations, and previous project experiences.

• Portfolio Review: A dedicated session where candidates present a selection of their work. This is a critical stage to demonstrate practical application of skills, design thinking, and the ability to articulate business value.

• Case Study/Scenario-Based Interview: Candidates may be presented with a specific contact center challenge or scenario and asked to outline their approach to designing a solution.

• Hiring Manager Interview: Final discussion to assess overall fit, career aspirations, and strategic thinking.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your most impactful projects that best showcase your Genesys

Cloud CX design expertise, problem-solving skills, and ability to deliver business value.

• Structure Your Case Studies: For each project, clearly outline:

  • The Challenge: What was the business problem or user need?
  • Your Role & Responsibilities: What specifically did you design or implement?
  • The Solution: Detail the architecture, key features, and technologies used (especially Genesys Cloud CX components).
  • The Outcome: Quantify the results (e.g., improved efficiency, reduced costs, enhanced customer satisfaction) and explain the business impact.

• Highlight Technical Depth: Be prepared to discuss the technical intricacies of your designs, including API integrations, scripting logic, and adherence to best practices.

• Demonstrate Business Acumen: Articulate how your designs align with business objectives and contribute to KONE's strategic goals.

• Practice Your Presentation: Rehearse your presentation to ensure it is clear, concise, and engaging. Be ready to answer detailed questions about your work.

Challenge Preparation:

• Genesys Architect Scenarios: Practice designing common contact center flows (e.g., inbound call routing, IVR menus, callback functionality, chatbot integration) within Genesys Architect.

• Integration Challenges: Prepare to discuss how you would integrate Genesys Cloud CX with typical enterprise systems like CRMs (e.g., Salesforce, Dynamics) or ERPs, focusing on data synchronization and workflow automation.

• Problem-Solving: Anticipate questions about troubleshooting common contact center issues or optimizing existing solutions for performance and user experience.

• Cloud & Security: Be ready to discuss considerations for cloud deployments, cybersecurity best practices, and data privacy within contact center solutions.

📝 Enhancement Note: The interview process is designed to rigorously assess both technical proficiency and the ability to translate that proficiency into tangible business outcomes. A well-prepared portfolio and clear articulation of past successes will be key differentiators.

🛠 Tools & Technology Stack

Primary Tools:

• Genesys Cloud CX: The core platform for solution design and implementation. Expertise in Genesys Cloud CX, Genesys Architect (Composer/Designer), and related modules is essential.

• Genesys Framework Components: Familiarity with components like Genesys Administrator (GAX), GVP, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations is highly advantageous.

• Contact Center Technologies: IVR systems, CRM platforms (e.g., Salesforce, Microsoft Dynamics), Workforce Optimization (WFO) tools.

Analytics & Reporting:

• Genesys Reporting Tools: Understanding of Genesys reporting capabilities for performance analysis.

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or similar for creating dashboards and reports on contact center performance (likely used by other teams, but understanding their data needs is crucial).

CRM & Automation:

• CRM Systems: Integration experience with major CRM platforms is a significant plus.

• Integration Platforms: Familiarity with tools for connecting Genesys Cloud CX with other enterprise systems.

• Scripting Languages: Proficiency in JavaScript for custom logic and automation within Genesys.

Infrastructure & Development Tools:

• APIs: Deep understanding and proficiency in REST APIs for integration.

• Terraform / Infrastructure-as-Code: Experience with IaC for managing cloud infrastructure.

• CI/CD & Git: Familiarity with Continuous Integration/Continuous Deployment pipelines and Git for version control and collaborative development.

• Voice/Chat Bot Technologies: Experience with platforms like Google Dialogflow, AWS Lex, Nuance, or Genesys' own bot solutions.

• Generative AI: Exposure to Generative AI technologies and their application in customer service.

📝 Enhancement Note: This role demands deep expertise in the Genesys ecosystem, coupled with modern DevOps practices and emerging AI technologies. Candidates should be proficient not only in using these tools but also in understanding how they integrate to create robust, scalable, and efficient contact center solutions.

👥 Team Culture & Values

Operations Values:

• Innovation & Curiosity: KONE fosters a culture where new ideas are encouraged, and employees are motivated to explore emerging technologies like AI and advanced digital solutions.

• Sustainability: Integrated into all operations, this means designing solutions that are not only efficient but also environmentally conscious and contribute to KONE's long-term ethical business practices.

• Customer Focus: A core value driving the mission to improve urban life and create the best people flow experience, requiring a deep understanding of user needs and a commitment to delivering value.

• Collaboration & Trust: Emphasis on teamwork, respect, and open communication among co-workers to achieve shared goals and foster a positive working environment.

• Excellence & Continuous Improvement: A drive for good performance, continuous learning, and the application of best practices to enhance product design and operational efficiency.

Collaboration Style:

• Cross-Functional Integration: The role requires close collaboration with Product Owners, Architects, development teams, and potentially business stakeholders across different functions to ensure alignment and successful product delivery.

• Agile Practices: The team likely adheres to agile methodologies, promoting regular feedback loops, iterative development, and shared ownership of project outcomes.

• Knowledge Sharing: A culture that encourages sharing of best practices, technical insights, and lessons learned, particularly within the specialized KTI unit.

📝 Enhancement Note: KONE's values suggest a workplace that is both technically advanced and human-centric. For a Product Designer, this means an environment where innovation is expected, ethical considerations are paramount, and teamwork is essential for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Integrating Physical and Digital: Bridging the gap between KONE's core physical products (elevators, escalators) and sophisticated digital/contact center solutions requires a unique understanding of both domains.

• Rapid Technological Evolution: Keeping pace with advancements in contact center technology, AI, and cloud services to ensure KONE's solutions remain cutting-edge.

• Global Scalability: Designing solutions that can be effectively implemented and supported across KONE's global operations, considering diverse user needs and regulatory environments.

• Complex Stakeholder Management: Balancing the needs and expectations of various internal stakeholders, from business units to IT operations, to achieve consensus on product design.

Learning & Development Opportunities:

• Specialized Training: Access to advanced training and certifications in Genesys Cloud CX, cloud platforms, AI, and other relevant technologies.

• Industry Exposure: Opportunities to attend industry conferences and engage with peers in the contact center and digital innovation space.

• Mentorship Programs: Potential for mentorship from senior architects or product leaders within KONE, guiding career progression.

• Leadership Development: Pathways to take on leadership roles in product strategy, architecture, or team management.

📝 Enhancement Note: The role presents exciting challenges related to integrating advanced technology within a large, established industrial company. The growth opportunities are significant for those looking to specialize in contact center innovation and contribute to KONE's digital transformation journey.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex Genesys Cloud CX solution you designed. What was the business problem, your design approach, the key technical challenges, and the measurable business outcomes?" (Focus on demonstrating your process from problem to solution and impact).

• "How do you approach translating vague business requirements into detailed, actionable user stories and technical specifications for a contact center product?" (Highlight your analytical and documentation skills).

• "Walk us through your experience integrating Genesys Cloud CX with a CRM system. What were the critical integration points, potential pitfalls, and how did you ensure data consistency and workflow automation?" (Showcase practical integration expertise).

• "Imagine KONE wants to implement a proactive customer outreach program using AI-powered chatbots. How would you approach designing the initial architecture and user experience for this initiative?" (Assess your forward-thinking and problem-solving abilities). Company & Culture Questions:

• "Based on KONE's mission and strategy, how do you see the role of advanced contact center technology in enhancing customer experience and supporting their business goals?" (Demonstrate an understanding of KONE's context).

• "How do you collaborate with Product Owners and development teams in an agile environment to ensure alignment and efficient delivery of product features?" (Assess your teamwork and agile methodology understanding).

• "Describe a time you had to balance competing stakeholder requirements for a product design. How did you manage the situation and arrive at a solution?" (Evaluate your stakeholder management and negotiation skills). Portfolio Presentation Strategy:

• Focus on Impact: For each project presented, clearly articulate the business value and ROI achieved. Use metrics whenever possible (e.g., X% reduction in AHT, Y% increase in CSAT, Z% cost savings).

• Technical Detail Balance: Provide enough technical detail to impress subject matter experts but ensure it's understandable to a broader audience. Explain why you made certain architectural decisions.

• Showcase Genesys Cloud CX Mastery: Emphasize specific Genesys Cloud CX features, configurations, and custom development aspects that were critical to the solution's success.

• Visual Aids: Use diagrams, screenshots, or simplified flowcharts to illustrate complex designs and workflows effectively.

• Storytelling: Frame your projects as compelling stories that highlight your problem-solving journey, technical prowess, and ability to deliver tangible results.

📝 Enhancement Note: Preparation should focus on not just listing skills but demonstrating how those skills have been applied to solve real-world problems and deliver measurable business value within the contact center domain, particularly using Genesys Cloud CX.

📌 Application Steps

To apply for this operations technology position:

• Submit your application through the KONE Careers portal via the provided link.

• Curate Your Resume: Tailor your resume to highlight your 8+ years of contact center technology experience and specific 5+ years of hands-on Genesys Cloud CX implementation and design expertise. Use keywords from the job description such as "Genesys Cloud CX," "Product Designer," "Contact Center," "IVR," "Omni-Channel," "REST API," and "Solution Design." Quantify your achievements with metrics where possible.

• Prepare Your Portfolio: Select 3-5 key projects that best showcase your Genesys Cloud CX solution design capabilities, focusing on their business impact and technical execution. Ensure you can clearly articulate the problem, solution, and results for each.

• Research KONE & KTI: Understand KONE's mission, values, and strategic focus on digital transformation. Familiarize yourself with the KONE Technology and Innovation Unit (KTI) and its role in driving innovation. This will help you tailor your answers to demonstrate cultural fit and strategic alignment.

• Practice Interview Questions: Rehearse answers to common technical and behavioral questions, particularly those related to Genesys Cloud CX design, agile methodologies, and stakeholder management. Be prepared to present your portfolio during the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.