Genesys
VP, Product Support EMEA
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Are you an accomplished Product Support Executive, interested in working for a 5000+ employee global software company with a talented Product Support team, that is committed to delivering incredible customer experiences and leading the experience as a service movement? If so, this is the role for you.
At Genesys we are ushering in a new era of consumer hyper-personalization leveraging our Cloud, AI and 3B+ daily interactions with consumers. It is a time of exciting change at Genesys as we evolve into the Experience as a Service company and transform our Product Support function.
What this role is:
- Lead a global team of dedicated Product Support specialists who are focused on resolving complex issues reported by our Genesys customer and partner base.
- Strong relationships with peer organizations in Professional Services, Customer Success Management, Technical Account Management, Sales, and the multiple Business Units we support, and these need to be well managed.
- Leading and developing your global staff, organizational planning and development, supporting the annual budgeting process, managing within the budget, and the development of strategic and tactical plans.
- Establishment, maintenance, and evolution of the right set of metrics that promote the highest quality of service being delivered.
What this role isn’t:
- A behind the scenes role.
- Looking for a hands-on leader who will roll up their sleeves and engage.
- You will be an active business partner both internally within the Product Support organization as well as broadly throughout Genesys.
- You will work directly with our customers and partners when the need arises.
What you’ll bring to the table:
- Experience in Cloud-based delivery models for a global SaaS company.
- Fantastic people skills as we need someone to lead, listen and partner, fully understand the issues at hand, is able to dig in and identify root cause opportunities.
- Attention to detail, customer service, ability to multitask with an innovative mindset in conjunction with a sense of creativity will drive you to succeed in the Genesys fast paced and dynamic environment.
Some additional details about what you’ll do:
- Ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations.
- Help define and build an organization that excels in Customer Experience, Employee Programs, and Operational Efficiency.
- Help define, design and implement Cloud-focused offers.
- Professionally handle critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all times.
- Coach and lead cross-functional teams on setting objectives, project/program planning, and successful execution.
- Participate and represent Genesys Product Support during pre-sales cycles and RFP responses.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Minimum requirements:
- At least 10 years of relevant experience.
- A good communicator, partner, influencer and be committed to customer service.
- Skilled developer of talent with a history of driving high performance cultures.
- Experience with a fast-paced, agile, and accountable organization.
- Ability to travel to key Genesys offices as needed (once it is deemed safe to do so).
- Excellent program management, time management, and prioritization skills to deliver on multiple priorities.
- Experience in Cloud Based delivery models.
- Demonstrated success in implementing innovative value-add services and relationship management to Customers and Partners.
- Experience working with multi-national business cultures and global teams.
- Ability to build consensus, trust, and relationships with internal and external stakeholders.
- Proficient at identifying areas for improvement in processes, tools, techniques, and the ability to follow through on implementing these improvements.
- Confident engaging at Director and C-level.
- Ability to stay calm and operate effectively under stress.
About Us:
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. 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, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
International Relocation & Visa Sponsorship Not Available.
Working at Genesys
- AI at enterprise scale – Build, support, and operate AI-powered technology used by more than 8,000 organizations worldwide.
- 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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
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. 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. 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.com.
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 reasonable.accommodations@genesys.com.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location