Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By ... Oversee the optimization of CCaaS platforms (e.g., Genesys) to ensure seamless, data-driven ...
Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By ... Oversee the optimization of CCaaS platforms (e.g., Genesys) to ensure seamless, data-driven ...
Genesys Remote information
Does Genesis offer remote positions?
Genesys offers remote positions for various roles, allowing employees to work from home depending on the job requirements and company policies. Remote opportunities often include roles in customer service, technical support, and software development, with some positions requiring specific tools or certifications. Candidates should review individual job postings for remote work eligibility and expectations.
What is a Genesys Remote job?
A Genesys Remote job involves working with Genesys cloud-based or on-premises customer experience solutions from a remote location. Roles may include system administration, technical support, implementation, or development of Genesys applications. Employees utilize tools like Genesys Cloud, Engage, or PureConnect to manage communication channels, automation, and customer interactions. Remote workers typically collaborate with teams via online platforms to optimize customer engagement and ensure seamless system performance.
What is the salary in Genesys?
Genesys remote customer service or technical support roles typically offer salaries ranging from $40,000 to $60,000 annually, depending on experience, location, and specific job responsibilities. Compensation may also include benefits such as health insurance and flexible schedules, with some roles offering performance-based bonuses.
What are the key skills and qualifications needed to thrive in the Genesys Remote position, and why are they important?
To excel in a Genesys Remote role, you need expertise in contact center operations, strong troubleshooting abilities, and a solid understanding of the Genesys suite of software, often supported by a degree in IT or a related field. Familiarity with cloud-based contact center solutions, VoIP technology, and relevant certifications like Genesys Certified Professional are commonly expected. Outstanding communication, problem-solving skills, and the ability to work independently in a distributed team environment are highly valued. Mastery of these skills ensures efficient technical support, client satisfaction, and seamless virtual collaboration.
Does Genesys offer remote work options?
Genesys offers remote work options for many of its roles, including customer service and technical positions. Employees often work from home using collaboration tools and require a suitable home office setup. Remote opportunities depend on the specific role and team requirements.
How to make $80,000 a year working from home?
Genesys remote customer support or technical roles can offer salaries approaching $80,000 annually, especially with experience, specialized skills, and certifications. Success often depends on developing strong communication skills, technical knowledge, and efficiency in using remote work tools, along with consistent performance and potential overtime or bonus opportunities.
What are some common challenges faced by professionals working remotely with the Genesys platform, and how can they be managed?
One of the main challenges in a Genesys Remote position is troubleshooting complex technical issues without on-site assistance, which requires strong remote diagnostic skills and clear virtual communication. Working across different time zones or with global teams can also present coordination and collaboration difficulties. To manage these challenges, Genesys Remote professionals typically leverage advanced remote support tools, participate in regular virtual meetings, and maintain detailed documentation. Proactive communication and continuous skills development are key strategies for overcoming obstacles and ensuring high service quality.
What are the most commonly searched types of Genesys jobs in Indiana? The most popular types of Genesys jobs in Indiana are:
What are popular job titles related to Genesys Remote jobs in Indiana? For Genesys Remote jobs in Indiana, the most frequently searched job titles are:
What job categories do people searching Genesys Remote jobs in Indiana look for? The top searched job categories for Genesys Remote jobs in Indiana are:
What cities in Indiana are hiring for Genesys Remote jobs? Cities in Indiana with the most Genesys Remote job openings:
Full-time
Posted 13 days ago
Roche rating
9.2
Based on 22 frontline employees who took The Breakroom Quiz
3rd of 71 rated pharmaceutical
Job description
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The PositionDirector, Customer Support Center
The Opportunity:
As the Director of Customer Support Center for Roche Diagnostics USA, you will lead the evolution of our support ecosystem into a next-generation diagnostic hub. Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By integrating AI-assisted troubleshooting tools with our core platforms, you will empower our frontline experts to solve complex clinical and technical issues with unprecedented speed and accuracy. You will serve as a strategic leader who bridges the gap between high-level business objectives and world-class service delivery.
We are seeking a transformational leader who thrives on variety. You don't just manage a department; you look for ways to help the entire company win. You are as comfortable leading a cross-functional project as you are implementing a new AI-guided troubleshooting tool, all while ensuring your team feels secure, valued, and empowered in a rapidly evolving digital landscape.
Job Facts:
1. Strategic Leadership & Remote Excellence
Expedited Fix Strategy: Define the roadmap for a proactive support model, utilizing assistive technologies within ServiceMax and Salesforce to increase first-contact resolution and maximize laboratory uptime.
Operational & Financial Oversight: Direct accountability for expense budgets (P&L), resource planning, and performance data to ensure a cost-effective, high-output operation.
Omnichannel Innovation: Oversee the optimization of CCaaS platforms (e.g., Genesys) to ensure seamless, data-driven interactions across all customer touchpoints.
Augmented Support: Oversee the implementation of 'co-pilot' technologies-like predictive error mapping and automated case surfacing-that simplify complex workflows and protect agents from burnout.
Change Management: Lead with transparency to ensure the team views new digital tools as career-enhancing assets rather than replacements.
Talent Development: Direct all HR activities, including recruitment, training, and career planning, to build a resilient pipeline of leadership talent.
Cross-Functional Synergy: Act as a high-level consultant to internal partners (Sales, Marketing, R&D, and Field Service), aligning support strategies to directly bolster sales objectives and product reliability.
Commercial Alignment: Partner with Sales leadership to ensure that our service excellence becomes a competitive differentiator and a primary driver of contract renewals.
Silo-Breaking Leadership: Navigate our matrixed organization to build consensus and lead initiatives that require cooperation across multiple departments to solve systemic customer pain points.
Dynamic Flexibility: Proactively take on additional responsibilities and pivot resources to support other departments during periods of high demand or special product launches.
Regulatory Stewardship: Ensure every remote-fix protocol and service action strictly adheres to Roche's quality system and FDA/global regulatory requirements.
Service Integrity: Maintain a work culture 100% committed to accuracy, ensuring that remote interventions provide the same level of reliability as an on-site visit.
Who You Are (Required Qualifications & Experience):
You hold a Bachelor's degree in Medical Technology, Information Technology, Chemistry, Biology, Clinical Laboratory, Business or related field.
You hold 7+ years of management experience in a service, technical support, medical device sales/service, or clinical environment.
Preferred Qualifications:
Technical Proficiency: Deep functional knowledge of Salesforce (CRM), ServiceMax (Field Service Management), and CCaaS platforms (e.g., Genesys).
Transformation Track Record: Proven history of leading transformational journeys that drive both operational efficiency and Customer Satisfaction (CSAT/NPS) scores.
Continuous improvement advocate: Lean -Six Sigma Green - Black Belt
Business Acumen: Strong understanding of financial planning, P&L management, and process improvement methodologies.
Leadership Style: A proven motivator with effective negotiation and persuasion skills; someone who builds deep, sustaining business relationships.
Agility & Mindset: An adaptable decision-maker who is comfortable with initiative, calculated risk-taking, and participating in high-stakes cross-functional initiatives.
Location & Travel:
This position is based onsite in our Indianapolis campus.
Relocation benefits are provided for this role.
Ability to travel as necessitated by business requirements.
The expected salary range for this position based on the primary location of Indiana is $146,900 - $272,900. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
Benefits
#LI-JW2
Who we are
A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let's build a healthier future, together.
Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.