Genesys – Salt Lake City, UT
The Level 2 NOC position is responsible for troubleshooting and diagnosing of Genesys platform incidents in response to monitoring events. The Level… Genesys
Genesys – Markham
The successful candidate will be responsible for designing and maintaining software in support of the Genesys Technical Publications delivery… Genesys
Genesys – Daly City, CA
• Working as a member of the Architecture and Engineering Teams, this person will provide a technical roadmap and software architecture for the… Genesys
Genesys – Daly City, CA
will cover include design, development, implementation and testing of components that work within a larger product suite. Skills needed… Genesys
Genesys – Gurgaon
Reporting to the APAC Business Consulting Practice Manager, Genesys currently has a rare opportunity for a Senior Customer Experience Solution… Genesys
Genesys – Germany, Virtual Office Germany
for this role include (but are not limited to): • Participate in complex software solutions implementation projects on all stages of the classic… Genesys
Genesys – Singapore
of the role include (but not limited to): • Develop B2B integrated campaign/promotion plans including objectives, target audience, strategy… Genesys
I have been working at Genesys full-time
Genesys is the contact center market leader. In recent years Genesys has increased it's leadership in large part because competitors have imploded or taken their focus away from the contact center space. When you work for a leader you are afforded additional leniency than others in the marketplace. As a leader I also believe that Genesys has a good chance to succeed in spite of itself. Most of the executives are aware of the challenges and will acknowledge them.
Culture. Genesys does not have an empowering culture therefore change is extremely challenging. Like many software companies Genesys suffers from a NIH mentality and causes significant barriers to innovation. Many of these cultural challenges are highlighted with the cloud solution. There level of organizational silos, bureaucracy and latency which are unacceptable for the company maintain a leadership position. This has been little movement in this areas despite the One Genesys initiative. Changing a 20 year culture is not any easy task. Genesys is suffering through the same challenges as many prior industry leaders. At present I'm not sure what the outcome will be.
Advice to Management
Paul is good and at his best when he demands excellence and holds people accountable for their failures. We need to strive for more positive friction, accountability and calling people out if they don't execute. There is too much leniency for under achievers.