Technical Account Manager

Overview Join to apply for the Technical Account Manager role at Genesys . Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like those at larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Position Summary 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 the Genesys brand in the most complex situations for any caliber of 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 about 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 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. Be 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. Ability to analyze business needs and translate them into technical features/use cases to address client’s requirements. Qualifications 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. Knowing a scripting language, aka Python, is a plus. 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 report 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. Additional Abilities 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 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 . 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. Equal Opportunity Employer 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 and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr