Senior Product Manager 1, Digital Contact Center Platform Product

What You'll Do

We're looking for a Product Manager to join our Digital Contact Center Platform team in the Enterprise Experience Enablement product organization. In this role, you'll be supported in managing platform capabilities such as telephony routing, chat and video infrastructure, agent desktop integrations, and real-time engagement tooling. Your responsibilities include product discovery, measuring and reporting on platform health, and setting strategic goals that improve both agent and customer experiences. You'll engage with cross-functional teams across technology, operations, compliance, and our engagement centers. By developing and demonstrating product practices, you'll help strengthen our enterprise product culture with a spirit of curiosity, empathy for the user, and drive to create impactful solutions that simplify complex interactions.

This team is focused on building and evolving the foundational infrastructure that powers two-way conversations between our customers and agents across voice, chat, and video channels. By using Genesys Cloud and other integrated technologies, we enable seamless, secure, and scalable interactions that support our mission of making financial security accessible to all.

You'll have the opportunity to :

• Create and execute on the vision and strategy for our enterprise Digital Contact Center Platform capabilities, enabling seamless voice, chat, and video interactions between customers and agents
• Deliver solutions that integrate directly into the agent desktop experience, supporting real-time engagement through Genesys Cloud and other platform technologies
• Collaborate with engineering teams, contact / engagement center leaders, and other partners to identify infrastructure requirements and build scalable, innovative solutions that enhance agent-customer conversations
• Identify and prioritize platform features that improve interaction quality and operational efficiency, balancing customer needs with business outcomes
• Stay ahead of digital contact center technologies, trends, and best practices, continuously evolving our infrastructure to support modern engagement experiences
• Be a change agent establishing true product management and agile practices within the Enterprise Experience Enablement product lines, helping shape a culture of experimentation, learning, and impact

Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years.

Who You Are

Skills That Will Help You Stand Out :

Salary Range Information

Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and / or skill level and will be finalized at the time of offer.

Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly)

$123000 - $167000 / year

Time Off Program

Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don't accrue a bank of time off under FTO and there is no set number of days provided.

Pension Eligible

Yes Work Environments

This role offers an in-office and hybrid (blending at least three office days in a typical workweek) work arrangement in Des Moines, IA.

Hours

This role will partner with our global teams and has an expectation for flexibility in your work schedule with a frequent 7 : 30 am CST start time.

Work Authorization / Sponsorship

At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO : F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links.

Nonimmigrant Workers and Green Card for Employment-Based Immigrants

Investment Code of Ethics

For Principal Asset Management positions, you'll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, we're imagining a more purpose-led future for financial services - and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers : with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Posting Window

We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline.

Original Posting Date

10 / 29 / 2025

Most Recently Posted Date

10 / 29 / 2025

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