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 • Experimentation: Implement improvement ideas on a small scale to validate their effectiveness • Daily oversight of staff to ensure the efficiency of work allocation, focus and status • Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products • Provide escalation support and be prepared to work directly with customers in finding a solution to their issues • Provide team administration and performance reviews • Support the hiring and on-boarding process for new team members • 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 • Establish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices; Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud • Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support

🎯 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 • Strategic thinking and leadership; capacity to anticipate; ability to develop people • Strong leadership and team management ability.

🏖️ Benefits

• Benefits include paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families