Senior Resolution Specialist

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.

Genesys is currently recruiting for a Senior Resolution Specialist, LATAM.  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 improve the overall customer experience during critical moments continuously.  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 within all levels of the organizations.

Duties/Responsibilities:

• The 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 LATAM region.

• Assess and evaluate the criticality of the issue, including the business impact, ensuring that 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 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 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.

To succeed in this role, the candidate will need to demonstrate the following skills:

• Ability to manage, plan, coordinate, and prioritize 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 organize, 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 and Spanish written and verbal communication skills; presentation skills; ability to effectively communicate complex situations at all levels inside and outside the organization.

• Negotiation and conflict management: the ability to build consensus, trust, and relationships with internal and external stakeholders.

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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.

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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.

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