Technical Account Manager

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.

Role: Technical Account Manager

CC01P3 - Technical Account Manager

Location:Remote

Summary of Position:

The Technical Account Manager (TAM) is responsible for delivering technical success to the Genesys customers by being a multi-tasking, relentless problem solver, who can represent Genesys brand in the most complex situations for any caliber accounts. The TAM must demonstrate professionalism, accountability, and experience, to manage and grow customer relationships, establish partnership and collaboration inside of the organization, own outcomes and deliver feedback for continuous improvement, while focusing on Genesys platform adoption and seamless utilization. The TAM will participate and lead side projects for internal processes, cross functional boundaries to achieve results, work flexible hours, embrace company culture, and adapt to ongoing change. The TAM is expected to be passionate for innovation, understand business strategy, and participate in strategic initiatives as assigned by the leadership.

The ideal candidate has excellent communication, conflict management and negotiation skills, has contact center business experience or education, comes with a strong technical background in CX enterprise software, and brings practical application of the SaaS methodologies. The TAM must be proficient in communicating with technical as well as senior business leaders up to the executive level. The TAM should also be versed in understanding business requirements, anticipating barriers and initiating creative solutions.

The TAM will operate as One Genesys and lead cross-functional efforts to advocate for customers' needs and success. By demonstrating technical acumen and ownership, as well as driving outcomes, managing relationships and challenging decisions, the TAM will act as a leader whose prime goal is to be a true champion of the excellent Customer Experience.

Responsibilities:

• Become a trusted and reliable technical resource for your customers, possessing product knowledge and helping navigate through architecture, usability, adoption, and best practices questions.

• Collaborate with the Genesys Customer Care experts and DevOps specialists by making best effort to reproduce your customers' issues, as well as providing insight into their history, timelines, priorities and business needs.

• Build strong relationships with customers and partners on all levels, including technical, business and executive.

• Become key partner to the Customer Success practice, providing technical knowledge and expertise, and work within the account team towards a common goal.

• Lead Operational Reviews where desired outcomes are achieved by providing recommendations specific to customers' business or deployment needs.

• Proactive with assigned customers informing of solution changes or potential disruptions to their service and advise on managing risk strategies.

• Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization.

• Be an active participant of the Genesys Community.

• Engage with Customer and/or Partner on the project planning effort as well as defining mitigation planning for identified risks and items on the critical path.

• Monitor trends and deliver proactive review with recommendations.

• Play key role in Genesys team's efforts towards achieving your customers' success with the Genesys platform, including conference calls, executive level updates to share status, action plans, ownership and timelines.

• Ability to effectively manage At-Risk situations where a holistic cross functional plan is developed to address current state and identify continuous improvement opportunities.

• Able toanalyzebusiness needsandtranslatetheminto technical features/uses cases to addressclient'srequirements.

Qualifications/Requirements:

• BA/BS Degree (or equivalent)

• Minimum of 3 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting.

• General knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, WFM, Reporting, with hands on experience setting up agents and groups, building basic IVR and routing call flows, schedules, reports, etc.

• Theoretical and practical knowledge in several of the major computer technology disciplines, aka AI/Machine Learning, Network/OS administration, programming, Database administration etc.

• Must possess a strong working knowledge of MS office productivity tools.

• Experience with escalation and risk management processes and procedures.

• Ability to manage/resolve conflicts within a multi-cultural environment by demonstrating genuine empathy, deep respect and cordial appreciation.

• Professional oral and written communication skills.

• Effective presentation skills to all management levels.

• Demonstrate ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and reporting to the stakeholders.

• Must have established project management skills and ability to handle several parallel assignments.

• Demonstrate cultivation of personal accountability with examples of stepping up to improve situations rather than looking for who to blame.

• Once hired, maintain up to date Product Certifications of applicable Genesys Solution portfolio.

• Function in collaborative team approach to achieve clearly defined goals and objectives.

• Also required are abilities to:

• Work well in a Global and Cross functional team

• Handle and be trusted with confidential and/or sensitive information

• Work in a fast-paced, constantly changing environment

• Be flexible and handle multiple projects in an organized, timely manner

• Work flexible hours as necessary

• Be a proactive, innovative thinker

• Challenge status quo and foster a continuous improvement attitude

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

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

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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, visitwww.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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.