Technical Manager - Product Support

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.

The Genesys Cloud Product Support Technical Manager is responsible for the work activities, skill development and administration of the Global Product Support team. Daily functions will include but are not limited to managing team assignments and scheduling, ensuring teams are adequately trained and well prepared for supporting our Genesys Cloud customers, provide coaching as warranted, work as part of a global team to ensure that key performance indicators are implemented and achieved.
The Genesys Cloud Technical Manager will report to the Director of Genesys Cloud Product Support.  The goal of the role is to consistently provide the best experience for our employees, customers, and support partners.

In this role, the primary responsibilities will include (but are not limited to):

• Work a shift covering a North American timezone. The exact timezone may include Eastern Standard Time, Central Standard Time, or Pacific Standard Time.
• Provide oversight and leadership to the team.
• Learn and understand the needs of team members and ensure that they are set up for success. 
• Evaluate current practices and propose improvements that will make the team more efficient.
• Experimentation: Implement improvement ideas on a small scale to validate their effectiveness. 
• Daily oversight of staff to ensure the efficiency of work allocation, focus and status.
• Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products.
• Provide escalation support and be prepared to work directly with customers in finding a solution to their issues.
• Provide team administration and performance reviews.
• Support the hiring and on-boarding process for new team members.
• Manage team performance to targeted key performance indicators.
• Introduce and maintain continuous performance process and standards.
• Work with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives.
• Establish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices; 
• Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud.
• Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.

Qualifications:

• BS/MS/BA or equivalent.
• Excellent verbal/written communication, presentation, and interpersonal skills. Demonstrated ability to interact with internal and external customers.
• 8+ years of relevant experience managing customer-facing, technical teams in a fast-paced, dynamic environment;  
• Strategic thinking and leadership; capacity to anticipate; ability to develop people;
• Strong leadership and team management ability.
   
   

Competencies:

• 5 years of relevant Supervisor and/or Manager experience.
• Works with specific measurable objectives requiring operational and planning skills, with minimal direct supervision.
• Established procedural, systems and process knowledge at the execution and tactical level.
• Effective in making timely decisions within their unit with sufficient latitude.
• Translates the department's goals and objectives into defined metrics and delegates as required.
• Manages and reports performance metrics (and related issues).
• Looks for opportunities for continuous process improvements.
• Accepts accountability for self and department.
• Manages with EQ as a successfully demonstrated skill.
• Designs and delivers communications that convey a clear understanding of the unique needs of different audiences.
• Creates a climate where employees are motivated to do their best to meet their objectives.
• Builds relationships within and outside their team to get work done at both the department and organization levels.
• Maneuvers comfortably through complex processes, and people-related organizational dynamics.
• Handles conflict situations effectively and efficiently with minimal work disruption.
• Gains confidence and trust of others through honesty, integrity, and authenticity.
• Steps up to address difficult issues, saying what needs to be said in an objective and solution-driven manner.
• Demonstrates self-awareness and is open to feedback as a productive insight into personal strengths and weaknesses.
• Takes action in building effective teams.
• Steps up to lead and manage the team.

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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

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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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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 [email protected].

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.