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 Description

Role Summary 

Genesys is looking for an Incident Communications Manager to oversee both external and internal communications during Major Incidents and Severity 1 issues. 

The ideal candidate shall be able to maintain constant communication and help coordinate with the Incident Manager.  In this role, you will be required to take ownership of major incident communication, help manage technical resources in Product Support, participate in the deployment of recommended solutions to resolve problems, and clearly communicate the progress and resolution of incidents to our customers and stakeholders. 

This role reports directly to the Sr. Director of Incident Management in the Product Support organization. 

Responsibilities 

The primary responsibilities will include, but are not limited to: 

• Managing customer and internal stakeholder communications for an incident via multiple communication channels 24/7, over the weekend, and on-call environment using standard incident management processes ensuring updates are timely and accurate.  

• Working alongside the Incident Management team and the rest of the Product Support organization to determine the true impact and scope of the incident and select appropriate communication strategy. 

• Addressing incoming critical escalations from executives or key customers and coordinating responses to facilitate the customer's situation and resolution. 

• Assignment of escalations to the Sr. Resolution Specialists 

• Monitoring the assigned escalations to ensure necessary progress. 

• Analysis of escalations to identify trends and building action plans to reduce and eradicate preventable escalations. 

• Contribute to cross-functional post-incident process reviews enabling the delivery of post incident reports and RCAs (Root Cause Analysis) to customers and stakeholders. 

• Improve operational workflows through process enhancements, automation, and continuous review and improvement of systems and incident management tools. 

Qualifications 

• Bachelor's degree in computer science, Information Systems and related studies, or equivalent experience.  

• Minimum of five years of experience in major incident management, ideally in environments hosted in the public cloud (AWS/Azure/GCP). 

• Ability to work under pressure.  

• Strong analytical skills.  

• Excellent communication skills.  

• Independent and willing to take initiative. 

• Ability to innovate and think creatively.  

• Strong leadership skills to get inter-departmental and cross functional teams to work together effectively. 

Shift

• This is a weekend shift

• APAC Shift Hours

• Rest Days: TBD

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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:

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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.