Genesys has appointed Gwilym Funnell as senior vice president of the Asia Pacific arm. Previously he was the SVP for Genesys Australia and New Zealand. 

In his new role, Funnell will be managing and executing an accelerated growth strategy in the Asia-Pacific region for Genesys Cloud — the company’s all-in-one contact centre solution — as well as overseeing more than 1,600 Genesys employees based in the region. 

 Sales director Mark Buckley has been promoted to Vice President of Australia and New Zealand (ANZ) and will serve as country manager. 

In this new role, Buckley is primarily responsible for growing the company’s market share and directing its operational strategies in ANZ, which includes oversight of a team of 175 ANZ-based employees.

Tony Bates, CEO at Genesys said, “Organisations all over the world are eager for cloud-based contact centre solutions that deliver highly personalised customer experiences supported through artificial intelligence (AI). 

“With Gwilym’s solid track record and market expertise, we are confident that Genesys is well-positioned to help even more businesses in Asia-Pacific capitalise on our technologies so they can build trust and loyalty with their customers.”

Funnell has more than 20 years’ experience in IT and telecommunications and proven commercial acumen building sustainable business growth. He has worked at start-ups and emerging technology companies, including serving as managing director of Mitel Networks and March Networks. 

Funnell said, “I’m thrilled to step into a broader regional position to help accelerate the growth of our company’s cloud and AI solutions across the Asia-Pacific market. 

“We are investing in new innovations, building a world-class team and working more closely than ever with our strong ecosystem of partners to enable businesses in APAC to deliver the world’s best customer experiences.”

Prior to joining Genesys, Funnell held the position of Director of the Collaboration and Contact Centre practice at Telstra, where he led growth through acquisitions, portfolio changes and migration.

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