Senior Resolution Specialist

Senior Resolution Specialist (Full Time) – Sao Paulo, Brazil 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. Overview This role is part of the Resolution Management team in the Product Support Organization. Your work focuses on managing and resolving complex escalated customer issues, ensuring rapid and effective resolution while minimizing impact on business operations and customer satisfaction. You will engage stakeholders at all levels, tailor your communication, and lead cross-functional teams to deliver positive outcomes for Genesys and its customers. Responsibilities Management and facilitation of critical product issues for the LATAM region. Assess and evaluate the criticality of issues, including business impact, to determine escalation priority. Communicate and facilitate meetings with internal and external stakeholders to triage issues. Establish a regular meeting cadence with customers / partners reporting status, timelines, and action plans. Lead and manage executive engagement with customers and partners through significant critical issues. Assemble and lead a cross-functional virtual team spanning Customer Success & Services, Product Management, CTO, and Sales to manage highly critical issue resolution. Monitor, report, and provide status updates on critical escalations to stakeholders. Follow incident response plans and procedures for consistent and effective incident handling. Monitor and report on incident resolution progress and ensure service level agreements (SLAs) are met. Manage communications (public, sensitive, or large-scale) during incidents. Participate in an on-call roster to provide escalation coverage outside of standard business hours and be available after hours for emergencies. Identify opportunities for process improvements and work with cross-functional teams to implement changes. Proactively engage Customer Success Managers and Account Managers on escalated accounts to advise on mitigating future issues and improving overall experience. Provide and deliver educational information on Product Support processes, practices, and methodologies to internal and external stakeholders. Qualifications Ability to manage, plan, coordinate, and prioritize multiple issues from escalation through resolution. Effective issue resolution skills, providing empathetic care and support. Ability to influence and drive cross-functional assistance to manage resolution timely. Lead and manage virtual teams assigned to drive issue resolution. Relevant experience managing customer-facing technical teams in a fast-paced, dynamic environment. Proven experience managing escalations within a Technical Support environment. Highly motivated with a strong commitment to best-in-class performance. Strong customer and partner focus, credibility, and ability to engage senior management and C-level stakeholders. Excellent English and Spanish written and verbal communication skills; presentation skills; ability to communicate complex situations at all levels. Negotiation and conflict management skills: building consensus, trust, and relationships with stakeholders. #LI-Hybrid – remote / work-from-home flexibility available. EEO Statement 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. 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 . #J-18808-Ljbffr