Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help make people’s journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability capitalism and others. leader with repeated recognitions by Forbes , Corporate Knights for clean KONE’s vision is to create the Best People Flow experience by providing ease, effectiveness and experience to our customers and users. In line with our strategy, Sustainable Success with Customers, we will focus on increasing the value we create for customers with new intelligent solutions and embed sustainability even deeper across all of our operations. By closer collaboration with customers and partners, KONE will increase the speed of bringing new services and solutions to the market. KONE Technology and Innovation Unit (KTI) is where we combine the physical world – escalators and elevators – with smart and connected digital systems. We are changing and improving the way billions of people move within buildings every day. We are on a mission to expand and develop new digital solutions that are based on emerging technologies. KONE IT is a global team of expert professionals working along with business functions and area teams to develop new capabilities and enable new business opportunities. We are trusted partners of KONE business lines and functions to develop, transform, manage and run their information technology solutions. We support KONE in its digital transformation journey by introducing e.g. digital cloud-based IT services, artificial intelligence (AI) and automation to support productivity, business growth and technological disruption. ​​​​​​​Sustainability, curious mindset and innovation are at the core of everything we do, and this makes us an integral part of KONE’s success.

1.Purpose

Product Designer- IT, also referred to as product designer in this document contributes to the overall design of IT products taking responsibility for a part or whole of the IT product assigned to him/her. Product designer analyzes user and stakeholder needs and translates them into functional specifications and designs. S/he actively collaborates with stakeholders in KONE IT and outside to ensure that the needs are understood and fulfilled in the designs.

Working together with other product designers and product owners, they play an important role in ensuring that IT product in their scope delivers desired value to target users and continues to evolve as per the product vision and roadmap. Product designer supports other members working with the IT product through planning, implementation, and deployment of changes.

2.Responsibilities and key activities

This section includes the responsibilities and key activities that the Product Designer – IT is responsible and/or accountable for.

Responsibilities and key activities

Understanding end user needs

• Work with product owner and/or other product designers, as well as process owners and target users to clarify proposed changes to the IT products in scope.
• Responsible for defining assigned items in detail, including functionality, expected value, compliance requirements, acceptance criteria. Support the product owner in translating them in backlog items.

IT product design and implementation

• Responsible for creating fit-for-purpose designs for assigned scope, taking both functional and non-functional aspects into account and working closely with product owner and other members of the team such as Product Architects, Technical Design Leads and Data engineers.
• Where applicable, work closely with UI/UX design teams to ensure that target user needs and situations are adequately considered in design. This role is not expected to be expert in UX/UI design.
• Responsible to ensure continued compliance of IT product design with KONE cybersecurity standards and data models.
• Responsible for creating backlog items such as stories and tasks based on the designs. Support the Product Owner in refining the higher-level backlog items such as Epic sets and Epics.
• Provide clarifications and other forms of support to other members in the team on technical designs, implementation, verification, and validation.
• Participate actively in stakeholder and end user demos and incorporating the feedback into the product design.
• Where applicable, facilitate end user validation activities and ensure that feedback received is incorporated to the product design.
• Responsible for maintaining up-to-date product concept and description documentation, for own scope, in accordance with applicable architecture guidelines. (e.g. in Confluence, Sharepoint)

IT product operations

• Support the Operations personnel in addressing critical issues with IT product operations such as Major incidents when needed.

Training and communications

• Keep product documentation up to date with required quality, including for example, design specification, training material and instructions.
• Conduct trainings and communications towards the key stakeholder groups (e.g., Key User network) about best-practice usage, new releases, and changes to the products in scope.

Planning and Prioritization

• Actively support the product owner in backlog prioritization and updating product roadmaps.
• Play an active role in agile practices within the team including backlog refinement, planning and dependency management with other teams.

Professional requirements

• 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).
• Expertise in IVR, CRM, WFO, and other contact center technologies.
• Proficiency in Genesys APIs, scripting languages (e.g., JavaScript), and integration technologies (e.g. REST).
• Proficiency in Genesys WFM, Architect flow development
• Proficiency in documenting business and system requirements, user stories, and design specifications.
• Genesys Engage skills is an added advantage
• Experience with Voice/Chat Bot technologies (Genesys/Google DF/Lex/Nuance etc) is a plus
• Generative AI experience is a plus
• Bachelor’s Degree or equivalent in Computer Science, MIS, Engineering or a directly related field, Master’s Degree preferred.
• Ability to effectively communicate in both technical and business terms.
• Enterprise-scale omni-channel solution design (Voice, IVR, Chat, Email, Bots)
• Deep Genesys Architect expertise
• REST API integrations
• Terraform / Infrastructure-as-Code
• CI/CD & Git-based deployment
• 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 case for driving improvements.
• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
• In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer.
• Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.
• Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO.

Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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