Job Description

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.

This role is responsible for supporting over 2,300 employees across 16 offices in 10 countries, ensuring exceptional end-user experiences while driving automation, AI adoption, operational excellence, and continuous improvement.

Based in our Chennai office, one of the largest Genesys locations globally, this position partners closely with global IT leaders and regional stakeholders to deliver consistent, scalable, and secure IT services across APAC.

Key Responsibilities

IT Service Leadership

• Lead and develop a distributed team of IT professionals across APAC.
• Drive service excellence, ensuring high levels of user satisfaction and operational performance.
• Act as the senior escalation point for complex technical issues and critical incidents.
• Oversee end-user computing, endpoint management, collaboration tools, AV systems, telephony, and office technology services.
• Establish and monitor service KPIs, driving continuous improvement across the region.
• Deliver executive and VIP support for senior leadership teams.

Automation & AI Enablement

• Drive adoption of AI-powered and automated support capabilities, including self-service, virtual agents, workflow automation, and proactive monitoring.
• Leverage analytics and automation tools to improve service quality, reduce manual effort, and enhance user experience.
• Promote innovation through platforms such as ServiceNow, Microsoft Power Platform, and other automation technologies.
• Measure and communicate the business impact of automation initiatives.

Service Strategy & Transformation

• Align regional IT services with global standards, policies, and business objectives.
• Partner with global IT teams to deliver consistent service experiences across all regions.
• Lead IT-related initiatives supporting office growth, technology refreshes, and organizational change.
• Apply Agile practices to improve service delivery, collaboration, and operational efficiency.

Stakeholder & Vendor Management

• Build strong relationships with business leaders and key stakeholders across APAC.
• Manage third-party vendors, service providers, and support contracts.
• Represent APAC IT Services in global projects, audits, and strategic initiatives.
• Communicate effectively with technical and non-technical audiences, including executive leadership.

Governance & Compliance

• Manage regional IT budgets, operational planning, and reporting activities.
• Ensure compliance with ITIL, SOX, Cyber Essentials, and applicable regional requirements.
• Support audit activities, asset management, onboarding/offboarding processes, and operational documentation.
• Maintain strong security and risk management practices across the APAC environment.

Required Qualifications

Experience

• 10+ years of IT operations, end-user support, or IT service management experience.
• Minimum 5 years of people leadership experience within a regional or global environment.
• Experience managing distributed teams across multiple countries and cultures.
• Proven track record of driving service improvements, operational excellence, and customer satisfaction.
• Experience managing vendors, budgets, and strategic technology initiatives.

Technical Expertise

• Strong knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) practices.
• Experience with ServiceNow or similar enterprise ITSM platforms.
• Expertise in endpoint and workplace technologies including Windows, macOS, mobile platforms, endpoint management, collaboration tools, and AV systems.
• Experience implementing automation, workflow orchestration, self-service, or AI-enabled support solutions.
• Familiarity with scripting and automation technologies such as PowerShell, Python, or REST APIs is preferred.

Certifications & Education

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• ITIL Foundation v4 certification required.
• Additional certifications in ServiceNow, Agile, Automation, or AI technologies are advantageous.

Preferred Experience

• APAC regional IT leadership experience.
• ServiceNow Automation, Virtual Agent, or AI-driven ITSM capabilities.
• Digital workplace transformation initiatives.
• Agile delivery and continuous improvement programs.
• Customer self-service, chatbot, and automation platforms.
• Experience supporting large-scale multinational organizations.

Additional Requirements

• Ability to travel across APAC as required.
• Flexibility to support a geographically distributed workforce across multiple time zones.
• Strong communication, leadership, and stakeholder management skills.
• Passion for leveraging AI, automation, and modern workplace technologies to improve IT service delivery.

#LI-GR1
#LI-Hybrid

Working at Genesys

• AI 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.
• 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.

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.