Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Genesys is currently recruiting for a Senior Resolution Specialist. In this role, you will be a member of the Resolution Management team in the Product Support Organization. The purpose of the Resolution Management team is to continuously improve the overall customer experience during critical moments. In this position, you will be responsible for managing and resolving complex escalated customer issues, playing a critical role in ensuring that escalations are resolved quickly and effectively, minimizing their impact on business operations and customer satisfaction.This role works with all levels of customer organizations tailoring the messaging to meet the needs of various stakeholders including C-level decision makers.Duties/Responsibilities:The primary focus will be to drive resolution of Product Support case escalations to ensure that Genesys is represented in the most positive manner at all timesManagement and facilitation of critical product issuesAssess and evaluate the criticality of the issue, including the business impact, ensuring handling as a critical escalation is warrantedCommunicating and facilitating meetings with internal and external stakeholders to triage the issue furtherEstablish a regular meeting cadence with the customer/partner reporting on the status, timelines and action planLeading and managing executive engagement with customers and partners through significant critical issuesAssemble and lead a cross-functional virtual team, spanning Customer Success & Services, Product Management, CTO, and Sales to manage the resolution of highly critical issues.Monitor, report, and provide status updates on critical escalations to internal and external stakeholdersFollow incident response plans and procedures to ensure that incidents are handled in a consistent and effective manner.Monitor and report on incident resolution progress and ensure service level agreements (SLAs) are met.Monitor and manage communications (sometimes public, sensitive, and large scale) during incidentsYou will take part in an on-call roster as necessary, to provide escalation coverage outside of standard business hours and be available after-hours for emergenciesThinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiencesIdentifying opportunities for process improvements and working with cross-functional teams to implement changes.Proactively engaging Customer Success Managers and Account Managers on escalated accounts to further advise customers/partners on actions that can be taken to mitigate issues in the future and to improve their overall experience with GenesysProvide and deliver education information on Product Support processes, practices and methodologies for internal and external stakeholders to ensure they are successfully followedTo succeed in this role, the candidate will need to demonstrate the following skills:Ability to manage, plan, coordinate, prioritize multiple issues at any one time from initial escalation through resolutionAbility to effectively manage issue resolution, providing the customer with an empathetic level of care and supportAble to influence and drive the required assistance cross-functionally to manage resolution in an effective and timely mannerAbility to organize, lead and manage virtual teams of resources assigned to drive issue resolutionRelevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about technical support best practicesProven experience managing escalations within a Technical Support environmentHighly motivated with strong commitment to ongoing best-in-class performanceStrong customer and partner focus and credibility; ability to engage at senior management and C-levelExcellent English written and verbal communication skills; presentation skills, ability to effectively communicate complex situations at all levels inside and outside the organizationNegotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholdersCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $80,750.00 - $158,450.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting. This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity 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.
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