Incident Communications Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Job Summary

At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global collaboration. We are seeking an Incident Communications Manager to lead both internal and external communications during Major Incidents and Severity 1 events. In this role, you will coordinate closely with the Incident Manager to ensure timely, accurate, and transparent updates to customers and stakeholders. You will own the communication lifecycle for critical incidents, helping drive rapid resolution, clarity, and confidence across teams. Joining Genesys means becoming part of a global organization that empowers businesses to connect with customers in more human and meaningful ways.

Responsibilities

• Manage customer and internal stakeholder communications throughout incidents, ensuring updates are accurate, timely, and consistent across all communication channels.

• Collaborate with the Incident Management team and Product Support to assess incident impact and determine appropriate communication strategies.

• Handle critical escalations from executives or key customers, coordinating prompt responses that maintain trust and transparency.

• Participate in post-incident reviews and contribute to Root Cause Analysis (RCA) reports shared with customers and internal teams.

• Recommend and implement improvements to operational workflows through process enhancements, automation, and system refinements.

• Support weekend or on-call coverage as required for major incidents.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).

• Three to five years of experience managing major incidents in public cloud environments (AWS, Azure, or GCP preferred).

• Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.

• Exceptional written and verbal communication skills with a customer-centric approach.

• Proactive and self-driven, with the ability to take ownership of critical situations.

• Innovative thinker who can identify opportunities to improve incident communication processes.

• Strong leadership and collaboration skills to coordinate effectively across departments and functions.

Compensation:

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.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

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Genesys is an equal opportunity employer committed to fairness 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.