Genesys

Incident Communications Manager

Show

Be the one building AI-powered experiences where they matter most.


At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.


Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.


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.

  • Working alongside the Incident Management team and the rest of the Product Support organization to determine the true impact and scope of the incident and select appropriate communication strategy.

  • Addressing incoming critical escalations from executives or key customers and coordinating responses to facilitate the customer's 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.

Qualifications

  • Bachelor's degree in computer science, Information Systems and related studies, or equivalent experience.

  • Minimum of 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.

Shift

  • This is a weekend shift

  • APAC Shift Hours

  • Rest Days: TBD

#LI-PR1

#LI-Hybrid


Working at Genesys

  • AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
  • A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
  • Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
  • Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
  • Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.


What Happens After You Apply

After you apply, here's what you can typically expect:

  • Our Talent Acquisition team reviews your application with the hiring team.
  • A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

  • Next, you'll meet the hiring manager and other members of the interview team.
  • We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
  • After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.


Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.


Be the one building what's next - where AI, experience and impact come together.


Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.


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.


You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.


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.