Senior Resolution Specialist

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Senior Resolution Specialist Genesys is currently recruiting for a Senior Resolution Specialist, APAC.  In this role, you will be a member of the Resolution Management team in the Product Support Organisation.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 critical escalations are resolved quickly and effectively, minimising their impact on business operations and customer satisfaction. This role works with all levels of customer organisations tailoring the messaging to meet the needs of various stakeholders on all levels of the organisations. This role opens opportunities for applicants based in Sydney, Brisbane, Melbourne, Auckland or Wellington.    What You Can Bring to GenesysThe primary focus will be to drive the resolution of Product Support case escalations to ensure that Genesys is represented in the most positive manner at all times  Management and facilitation of critical product issues for the APAC region  Assess and evaluate the criticality of the issue, including the business impact, ensuring handling as a critical escalation is warranted   Communicating and facilitating meetings with internal and external stakeholders to triage the issue further  Establish a regular meeting cadence with the customer/partner reporting on the status, timelines, and action plan  Leading and managing executive engagement with customers and partners through significant critical issues  Assemble 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 stakeholders  Follow 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, that service level agreements (SLAs) are met.  Monitor and manage communications (sometimes public, sensitive, and large scale) during incidents  You 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 emergencies  Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences  Identifying opportunities for process improvements and working with cross-functional teams to implement changes.  Proactively engaging Customer Success Managers and /or Technical 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 Genesys  Provide and deliver educational information on Product Support processes, practices, and methodologies for internal and external stakeholders to ensure they are successfully followed   You’ve been there and done this…Ability to manage, plan, coordinate, and prioritise multiple issues at any one time from initial escalation through resolution  Ability to effectively manage issue resolution, providing the customer with an empathetic level of care and support  Able to influence and drive the required assistance cross-functionally to manage resolution in an effective and timely manner  Ability to organise, lead and manage virtual teams of resources assigned to drive issue resolution   Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about technical support best practices  Proven experience managing escalations within a Technical Support environment  Highly motivated with a strong commitment to ongoing best-in-class performance  Strong customer and partner focus and credibility; ability to engage at senior management and C-level  Excellent English written and verbal communication skills; presentation skills, and ability to effectively communicate complex situations at all levels inside and outside the organisation. Negotiation and conflict management: the ability to build consensus, trust, and relationships with internal and external stakeholders  Please note that Genesys will not accept resumes from agencies at this time. To be eligible to apply for this role you must be legally permitted to work in Australia or New Zealand#LI-JM1#LI-HybridAbout 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 diversity 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.