Incident Communications Manager

2 months ago

Sydney, Australia Genesys Full time

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Incident Communications Manager

Locations: Sydney, Brisbane, Melbourne, Auckland or Wellington.

This role will oversee both external and internal communications during Major Incidents and Severity 1 issues. You will 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 Head of Resolution Management in our Product Support organisation.

This role opens opportunities for applicants based in Sydney, Brisbane, Melbourne (AUS), Auckland or Wellington (NZ).

What You’ll Do: The primary responsibilities for this role 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.- Working alongside the Incident Management team and the rest of the Product Support organization to determine true impact and scope of the incident and select appropriate communication strategy.- Addressing incoming critical escalations from executives or key customers and coordinate responses to facilitate the customer situation and resolution.- Assignment of escalations to the Sr. Resolution Specialists- Monitoring the assigned escalations to ensure necessary progress.- Analysis of escalations to identify trends and building action plans to reduce and eradicate preventable escalations.- Contribute to cross-functional post-incident process reviews enabling the delivery of post incident reports and RCAs (Root Cause Analysis) to customers and stakeholders.- Improve operational workflows through process enhancements, automation, and continuous review and improvement of systems and incident management tools.

You’ve been there and done this- Bachelor's degree in computer science, Information Systems and related studies, or equivalent experience.- Minimum of three-to-five years of experience in major incident management, ideally in environments hosted in the public cloud (AWS/Azure/GCP).- Ability to work under pressure.- Strong analytical skills.- Excellent communication skills.- Independent and willing to take initiative.- Ability to innovate and think creatively.- Strong leadership skills to get inter-departmental and cross functional teams to work together effectively.

Please note that Genesys will not accept resumes from agencies at this time.

LI-JM1

LI-Hybrid

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit


Reasonable Accommodations:
Genesys is an equal opportunity employer committed to equity 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.

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