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.
Join our Genesys Cloud Incident Management team as we partner with world-class development and service reliability teams to manage, communicate, and resolve platform-wide incidents. This role supports cross-functional coordination, application support, and DevOps helpdesk functions.
We're looking for an independent, motivated professional with strong organizational skills and a passion for continuous learning in a microservices environment.
Key Responsibilities:
- Act as the escalation point for critical incidents and ensure timely engagement of technical teams for resolution
- Conduct data analysis on incident and problem trends; provide executive-ready reporting to improve platform uptime.
- Participate in a 24/7 on-call rotation supporting over 10 global regions
- Translate complex technical root cause analyses into clear, customer-facing communications
- Support internal teams with timely incident and problem resolution updates
- Collaborate with DevOps and Site Reliability Engineering teams to support project delivery
- Assist with compliance audits related to service lifecycle policies and procedures
- Review and validate disaster recovery test results for compliance purposes
- Provide application support and fulfill DevOps helpdesk responsibilities as needed
- Work on complex challenges requiring detailed analysis and creative problem-solving
- Operate independently with minimal supervision and contribute to new assignments with general direction
- Perform ad hoc tasks and analyses to support team operations
Requirements:
- Proven experience in incident management, especially within platform operations or enterprise support environments
- Strong ability to maintain composure and urgency in high-pressure situations
- Technical proficiency to understand monitoring systems and analyze alert trends
- Experience in defining and leading projects to enhance internal incident management tooling
- Familiarity with compliance regulations throughout the service delivery lifecycle
- Background in engineering is preferred
- Prior experience in Operations or Network Operations Center (NOC) environments is an asset
Benefits That Support You:
- Comprehensive health coverage: Health Care Premium Package
- Flexible work options: Remote-friendly with flexible schedules
- Generous time off: Includes vacation, statutory holidays, and personal leave
- Growth and development: Access to learning resources and internal mobility
If a Genesys employee referred you, please use the link they sent you to apply.
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:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
