Customer Care
210002RF Requisition #

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility.


Position Purpose

The VP, Critical Accounts Program, Customer Experience will be responsible for remediating technical and business relationship issues in critical accounts and will function as the executive tasked with leading Critical Accounts engagement including potential customer involvement at senior executive levels.  Working closely with internal stakeholders you will be empowered to engage at all levels across the enterprise to resolve Critical Account issues.  This role represents the highest level of escalation in the company.


Responsibilities / Job Duties

  • This is an opportunity to develop the Genesys Critical Accounts Program and create the framework to facilitate anticipating and solving critical customer problems that cannot be resolved elsewhere.
  • Support a team of experienced professionals passionate about the customer experience and resolving complex issues for our customers.
  • Provide exceptional escalation expertise and ownership in solving and preventing critical problems for our customers and Genesys.
  • This team will do whatever is required to resolve critical issues with the normal escalation paths that have been exhausted.
  • You and your team will be fully empowered to truly impact outcomes for our customers.
  • Create an organizational structure that facilitates cross Genesys collaboration on critical customer issues.
  • Build and cultivate internal relationships across the Enterprise at all levels in order to develop the infrastructure to quickly respond to critical escalations.
  • Hire world‐class talent and guide performance to ensure career growth opportunities.
  • Supports and guides cross-functional, multi-cultural and geographically dispersed teams in the development and implementation of action plans to address critical customer issues.
  • Effectively communicates critical issue status to executive leadership, customers and partners.
  • Identifies systemic trends, engages business owners, develops plans and drives actions to prevent future problems.
  • Acts as an escalation point for customers and senior Genesys leadership on the customers' behalf.
  • Provides education and guidance to peers and across the teams on effective escalation techniques, to prevent problems from becoming critical.

Required Qualifications

  • Demonstrated experience setting up and supporting global and cross-functional teams, and demonstrated experience in working across functional, geographic, and cultural boundaries to resolve complex issues.
  • Exceptional project management skills.
  • Demonstrated influencing skills in complex and time-sensitive situations.
  • A strong sense of ownership, initiative and empowerment.
  • Highly collaborative leader with a "Whatever it takes" attitude to problem resolution
  • 12+ years’ supporting national and global teams in a technology-related field, prior experience of leading large organizations.
  • Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
  • Experience with best practice worldwide processes, tools and developing a world-class organization.
  • Balance of technical expertise and functional/business expertise.
  • Experience in recruiting, developing, managing and leading global teams.
  • Exceptional communication skills and ability to engage with stakeholders at all levels both internally to Genesys and with external stakeholders and partners.
  • Demonstrated ability to collaborate and impact across a matrix style organization to achieve corporate goals.
  • Experience in working in high-growth environments and scaling solutions aligned to company growth.
  • High Aptitude to learn quickly, assimilate to new teams and projects, provide critical thinking on new tasks and work well under pressure with appropriate attention to detail.
  • Demonstrated experience in successfully leading large global transformation programs.


  • Medical, Dental, and Vision Insurance
  • Paid Parental Leave
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance 
  • Infertility treatments

See more Genesys benefits information at  https://mygenesysbenefits.com/



Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 

About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity 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.

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