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 will maintain constant communication, coordinate with the Incident Manager, and take ownership of major incident communication. The role will manage technical resources, participate in deploying solutions, and clearly communicate incident progress and resolution to customers and stakeholders. This position reports directly to the Sr. Director of Incident Management in the Product Support organization.

Responsibilities

• Manage customer and internal stakeholder communications for incidents via multiple channels 24/7, including weekends and on-call environments, using standard incident management processes to ensure timely and accurate updates.
• Work with the Incident Management team and Product Support to determine the true impact and scope of incidents and s...