Senior Resolution Specialist

Senior Resolution Specialist – LATAM Location: São Paulo, Brazil Posted: 3 Days Ago Join the team and create the future of customer experience together. Genesys is currently recruiting for a Senior Resolution Specialist, LATAM. Role Overview In this role, you will be a member of the Resolution Management team in the Product Support Organization. The purpose of the Resolution Management team is to improve the overall customer experience during critical moments continuously. Responsibilities Manage and facilitate critical product issues for the LATAM region. Assess and evaluate the criticality of the issue, including the business impact, ensuring that handling as a critical escalation is warranted. Communicate and facilitate meetings with internal and external stakeholders to triage the issue further. Establish a regular meeting cadence with the customer/partner reporting on the status, timelines, and action plan. 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 the resolution of highly critical issues. Monitor, report, and provide status updates on critical escalations to internal and external stakeholders. Follow incident response plans and procedures to ensure incidents are handled in a consistent and effective manner. Monitor and report on incident resolution progress and ensure service level agreements (SLAs) are met. Monitor and manage communications (sometimes public, sensitive, and large‑scale) during incidents. Participate in an on‑call roster as necessary to provide escalation coverage outside of standard business hours and be available after hours for emergencies* Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences. 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 further advise customers/partners on actions that can be taken to mitigate issues in the future and to improve their overall experience with Genesys. Provide and deliver educational information on Product Support processes, practices, and methodologies for internal and external stakeholders to ensure they are successfully followed. Qualifications Ability to manage, plan, coordinate, and prioritize multiple issues at any one time from initial escalation through resolution. Ability to effectively manage issue resolution, providing the customer with an empathetic level of care and support. Able to influence and drive the required assistance cross‑functionally to manage resolution in an effective and timely manner. Ability to organize, lead, and manage virtual teams of resources assigned to drive issue resolution. Relevant experience managing customer‑facing technical teams in a fast‑paced and dynamic environment; must be knowledgeable about technical support best practices. Proven experience managing escalations within a Technical Support environment. Highly motivated with a strong commitment to ongoing best‑in‑class performance. Strong customer and partner focus and credibility; ability to engage at senior management and C‑level. Excellent English and Spanish written and verbal communication skills; presentation skills; ability to effectively communicate complex situations at all levels inside and outside the organization. Negotiation and conflict management: the ability to build consensus, trust, and relationships with internal and external stakeholders. #LI‑Hybrid If a Genesys employee referred you, please use the link they sent you to apply. 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. 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 can expect a response within 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. #J-18808-Ljbffr