Senior Technical Account Manager

Description:

Genesys, a leader in cloud-based contact center solutions, is seeking a Senior Technical Account Manager (TAM) to act as a trusted technical advisor for strategic accounts. This role requires someone with a strong technical background, problem-solving skills, and a focus on driving customer success across complex deployments. The TAM will be responsible for guiding platform adoption, optimizing customer solutions, mitigating risks, and delivering proactive support. You will establish and grow relationships at both technical and executive levels, collaborating with various teams to ensure the best outcomes for customers.

As a Senior TAM, your responsibilities will include:

• Acting as the trusted advisor for assigned customers, guiding them on adoption, optimization, and best practices across the Genesys platform

• Establishing and growing relationships with both technical and executive levels of customers

• Leading operational reviews and providing actionable recommendations tailored to customer needs

• Collaborating with internal teams (Customer Care, DevOps) to resolve complex issues

• Working alongside Customer Success and account teams to align goals and develop action plans

• Representing customer needs in product roadmap discussions and advocating for prioritized enhancements

• Monitoring solution health and advising on service changes, disruptions, and mitigation strategies

• Providing executive updates, status reports, and managing escalation of at-risk situations

• Engaging in project planning and delivery coordination for strategic initiatives

• Participating in internal enablement and training for new TAMs

• Fostering collaboration across teams to drive long-term customer value

Required Qualifications:

• Bachelor’s degree or equivalent experience

• At least 5 years in Technical Account Management, Customer Success, or Contact Center leadership

• Strong knowledge of cloud contact center technologies (IP Telephony, IVR, routing, WFM, reporting)

• Hands-on experience building call flows and managing schedules and reports

• Understanding of SaaS models, cloud infrastructure, and enterprise support methodologies

• Experience in AI/ML, system administration, programming, or databases

• Proven ability to handle escalations and complex customer scenarios with empathy

• Strong communication, negotiation, and conflict resolution skills

• Ability to translate business needs into technical solutions and communicate effectively with both technical and executive teams

• Proficiency in Microsoft Office Suite and collaboration tools

Preferred Qualifications:

• Project management experience or certification (PMP, Agile)

• Prior experience with Genesys Cloud CX or similar platforms

• Commitment to continuous learning, including maintaining Genesys product certifications

Why Join Us:

• Be part of a customer-first team driving impact at scale

• Work in a high-growth environment that fosters innovation and empathy

• Lead with ownership and shape customer strategy and success

• Enjoy flexibility, support, and professional growth within a global organization

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 and Fertility treatments

Reasonable Accommodations:
If you need any reasonable accommodations during the application process, you can contact hr@genesys.com. You will receive a response within 24-48 hours. For the best assistance, provide your full name, country of residence, job title(s), and any specific accommodation requests.

Equal Opportunity Statement:
Genesys is an equal opportunity employer committed to workplace fairness and diversity. They evaluate applicants without regard to race, color, age, gender, or other protected characteristics.