{"id":110352,"url":"https://alion.io/job/genesys-technical-manager-product-support","title":"Technical Manager, Product Support","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":30,"ghost_share":0.033,"stale_share":0.367,"repost_share":0.167,"time_to_fill_p50_days":24,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19500,"max_usd":57000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2356},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-07-05T00:00:00Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-11-08T05:58:02Z","board_verified":true,"closed_at":null,"days_open":126,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":126},"description":"Be the one building AI-powered experiences where they matter most.\nAt 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.\nHelp 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.\nThe Genesys Cloud Product Support Technical Manager is responsible for the work activities, skill development and administration of the Global Product Support team. Daily functions will include but are not limited to managing team assignments and scheduling, ensuring teams are adequately trained and well prepared for supporting our Genesys Cloud customers, provide coaching as warranted, work as part of a global team to ensure that key performance indicators are implemented and achieved.\nThe Genesys Cloud Technical Manager will report to the Director of Genesys Cloud Product Support. The goal of the role is to consistently provide the best experience for our employees, customers, and support partners.\nIn this role, the primary responsibilities will include (but are not limited to):\nWork a shift covering a North American timezone. The exact timezone may include Eastern Standard Time, Central Standard Time, or Pacific Standard Time.\nProvide oversight and leadership to the team.\nLearn and understand the needs of team members and ensure that they are set up for success. \nEvaluate current practices and propose improvements that will make the team more efficient.\nExperimentation: Implement improvement ideas on a small scale to validate their effectiveness. \nDaily oversight of staff to ensure the efficiency of work allocation, focus and status.\nGain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products.\nProvide escalation support and be prepared to work directly with customers in finding a solution to their issues.\nProvide team administration and performance reviews.\nSupport the hiring and on-boarding process for new team members.\nManage team performance to targeted key performance indicators.\nIntroduce and maintain continuous performance process and standards.\nWork with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives.\nEstablish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices; \nEnsure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud.\nFoster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.\nQualifications:\nBS/MS/BA or equivalent.\nExcellent verbal/written communication, presentation, and interpersonal skills. Demonstrated ability to interact with internal and external customers.\n8+ years of relevant experience managing customer-facing, technical teams in a fast-paced, dynamic environment; \nStrategic thinking and leadership; capacity to anticipate; ability to develop people;\nStrong leadership and team management ability.\nCompetencies:\n5 years of relevant Supervisor and/or Manager experience.\nWorks with specific measurable objectives requiring operational and planning skills, with minimal direct supervision.\nEstablished procedural, systems and process knowledge at the execution and tactical level.\nEffective in making timely decisions within their unit with sufficient latitude.\nTranslates the department's goals and objectives into defined metrics and delegates as required.\nManages and reports performance metrics (and related issues).\nLooks for opportunities for continuous process improvements.\nAccepts accountability for self and department.\nManages with EQ as a successfully demonstrated skill.\nDesigns and delivers communications that convey a clear understanding of the unique needs of different audiences.\nCreates a climate where employees are motivated to do their best to meet their objectives.\nBuilds relationships within and outside their team to get work done at both the department and organization levels.\nManeuvers comfortably through complex processes, and people-related organizational dynamics.\nHandles conflict situations effectively and efficiently with minimal work disruption.\nGains confidence and trust of others through honesty, integrity, and authenticity.\nSteps up to address difficult issues, saying what needs to be said in an objective and solution-driven manner.\nDemonstrates self-awareness and is open to feedback as a productive insight into personal strengths and weaknesses.\nTakes action in building effective teams.\nSteps up to lead and manage the team.\nWorking at Genesys\nAI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.\nA 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.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime 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.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.\nGet notified about relevant opportunities.\nBe the one building what's next - where AI, experience and impact come together.\nEmployee Referral\nIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.\nAbout Genesys:\nGenesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.\nReasonable Accommodations:\nIf 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 .\nYou 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.\nThis 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.\nGenesys 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.\nPlease note that recruiters will never ask for sensitive personal or financial information during the application phase.","description_format":"text","description_chars":8713,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","Contact Center Software","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-07-05T00:00:00Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.389,"p_room":0.28,"age_days":126,"expected_fill_days":24,"reasons":["conf:11","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/genesys-technical-manager-product-support","json_url":"https://alion.io/job/genesys-technical-manager-product-support.json","meta":{"generated_at":"2026-11-08T09:29:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20608,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-technical-manager-product-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-technical-manager-product-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-technical-manager-product-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-technical-manager-product-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-technical-manager-product-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":110352}},{"tool":"search_jobs","arguments":{"company":"genesys.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":110352},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}