Senior Specialist – Contact Service Operations (Genesys Cloud)

Mexico City, On-Site

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. With more than 25,000 associates worldwide, we innovate fearlessly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before.

As a Senior Specialist supporting Contact Service Operations, you will be trusted to provide hands-on technical support and platform configuration for Genesys Cloud CX, ensuring stable, secure, and efficient customer service operations across global teams based in the US, India, and LATAM. This role is based in Mexico City.
 

In this role, a typical day will include:

• Providing end-to-end technical support for Genesys Cloud CX, including configuration, troubleshooting, and platform modifications.
• Owning and resolving support tickets using tools such as Jira or ServiceNow, ensuring timely communication with end users.
• Translating business and operational issues from non-technical customer service agents into clear technical requirements.
• Collaborating with global development and operations teams to implement fixes and improvements.
• Participating in full-cycle development activities, including testing and deployment support.
   

What You’ll Bring to Alcon:

• Bachelor’s degree in Information Systems, Computer Science, or related field, or equivalent experience.
• 5+ years of experience in contact center platforms or customer service operations support.
• Recent, hands-on experience with Genesys Cloud CX (PureCloud) – required.
• Strong experience supporting live, customer-facing production environments.
• Fluent English and Spanish required
• Experience working with ticketing systems such as Jira or ServiceNow.
• Strong interpersonal, communication, and collaboration skills.
• Exposure to IAM solutions such as Okta is a plus.
• Salesforce or telecom industry exposure is a plus.
   

How You Can Thrive at Alcon:

• Opportunity to work in a global, multicultural environment with real customer impact.
• High level of collaboration with international teams and business stakeholders.
• Stable, purpose-driven organization focused on innovation and inclusion.

See your impact at alcon.com/careers

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

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ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

Find Jobs for Employees

Find Jobs for Contingent Worker

Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.