Technical Manager, Product Support

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Artificial Intelligence • SaaS • Telecommunications

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Provide oversight and leadership to the team • Learn and understand the needs of team members and ensure that they are set up for success • Evaluate current practices and propose improvements that will make the team more efficient • Provide escalation support and be prepared to work directly with customers in finding a solution to their issues • Manage team performance to targeted key performance indicators • Introduce and maintain continuous performance process and standards • Work with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives

🎯 Requirements

• BS/MS/BA or equivalent • Excellent verbal/written communication, presentation, and interpersonal skills • Demonstrated ability to interact with internal and external customers • Fluency in both English and Portuguese is required • Spanish language skills are considered an asset • 8+ years of relevant experience managing customer-facing, technical teams in a fast-paced, dynamic environment • Strong leadership and team management ability. • 5 years of relevant Supervisor and/or Manager experience • Works with specific measurable objectives requiring operational and planning skills • Established procedural, systems and process knowledge

🏖️ Benefits

• Paid volunteer time • August Free Fridays • well-being resources • regionally tailored programs for employees and their families