Senior Resolution Specialist

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 times
• Management and facilitation of critical product issues
• 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 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 education 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, 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 strong commitment to ongoing best-in-class performance
• Strong customer and pa