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.
Sr. Knowledge Management Specialist
Role Summary:
Genesys is seeking a proactive Knowledge Management & Service Desk Enablement Specialist to join the Global Service Desk (GSD) team in Chennai. In this role, you will drive continuous improvement in service desk performance by identifying knowledge gaps, enhancing content quality, and enabling support teams through structured training, onboarding, and knowledge-sharing initiatives.
As a key partner to Support Operations, QA, and Training, you will drive the effectiveness of the service desk knowledge ecosystem, ensuring agents have timely access to accurate, actionable knowledge. This will enable consistent, high-quality customer experiences and measurable improvements in operational efficiency and support outcomes.
Key Responsibilities:
Knowledge Strategy, Performance & Continuous Improvement
Define and manage KPIs to measure the effectiveness of the knowledge ecosystem (usage, quality, search success, deflection).
Training, Enablement & Knowledge Adoption
Knowledge Management & Governance
Own and maintain knowledge assets, including KB articles, SOPs, runbooks, and ServiceNow content.
AI & Automation
Required Qualifications:
Preferred Qualifications:
#LI-Remote
#LI-GR1
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:
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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.
