Why This Job is Featured on The SaaS Jobs
Incident communications is a specialized capability in SaaS because customers experience outages in real time and expect clear, consistent updates across channels. In a cloud platform like Genesys Cloud, major incidents can span infrastructure, product, and support workflows, making communication a core part of operational reliability rather than a peripheral PR function.
For a SaaS career, this role builds durable operating skills at the intersection of support, incident management, and stakeholder alignment. It develops fluency in severity assessment, escalation handling, and post incident review practices that mature SaaS organizations rely on to reduce repeat issues and protect customer trust. Experience coordinating responses during high impact events also translates well to roles in service operations, customer experience, and reliability adjacent programs where process and clarity drive outcomes.
This position fits professionals who prefer structured playbooks, crisp writing, and calm decision making under time pressure. It will suit someone comfortable partnering closely with technical incident leaders while also representing the customer facing narrative internally and externally. The weekend and on call cadence signals a role for candidates who can plan around scheduled coverage and value ownership of the communication stream end to end.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Job Description
Role Summary
Genesys is looking for an Incident Communications Manager to oversee both external and internal communications during Major Incidents and Severity 1 issues.
The ideal candidate shall be able to maintain constant communication and help coordinate with the Incident Manager. In this role, you will be required to take ownership of major incident communication, help manage technical resources in Product Support, participate in the deployment of recommended solutions to resolve problems, and clearly communicate the progress and resolution of incidents to our customers and stakeholders.
This role reports directly to the Sr. Director of Incident Management in the Product Support organization.
Responsibilities
The primary responsibilities will include, but are not limited to:
Managing customer and internal stakeholder communications for an incident via multiple communication channels 24/7, over the weekend, and on-call environment using standard incident management processes ensuring updates are timely and accurate.
Qualifications
Shift
This is a weekend shift
APAC Shift Hours
Rest Days: TBD
#LI-PR1
#LI-Hybrid
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.
