Senior Technical Account Manager

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 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.

The Senior Technical Account Manager ensures customer success by providing advanced technical expertise, managing complex accounts, and fostering strong relationships at all levels. The role emphasizes platform adoption, proactive problem-solving, and cross-functional collaboration to deliver excellent customer experiences.

Key Responsibilities

• Serve as a trusted technical advisor on Genesys platform architecture, usability, and best practices.
• Collaborate with Customer Care and DevOps to resolve issues and align with customer priorities.
• Build and maintain relationships across technical, business, and executive levels.
• Support Customer Success teams with technical knowledge to achieve common goals.
• Lead operational reviews, manage risks, and communicate solution updates proactively.
• Advocate for customers in roadmap discussions and feature prioritization.
• Monitor trends, provide proactive recommendations, and create training materials.
• Manage at-risk situations with cross-functional plans for resolution and improvement.
• Translate business needs into technical use cases and define best practices for service delivery.

Qualifications

• Education: BA/BS degree (or equivalent).
• Experience: Minimum 7 years in Customer Success, Contact Center Management, or Solutions Consulting.
• Skills:
  • Expertise in cloud contact center technologies (e.g., IP Telephony, IVR, Routing, WFM).
  • Knowledge of computer technology disciplines (AI, Networking, Programming, etc.); Python scripting is a plus.
  • Proficiency in MS Office, escalation, and risk management.
  • Strong communication, conflict resolution, and executive-level presentation skills.
  • Proven ability in project management and handling parallel assignments.
• Certifications: Maintain updated Genesys product certifications after hiring.

Attributes

• Initiative-driven, adaptable to change, and passionate about innovation.
• Effective in global, fast-paced, and cross-functional environments.
• Proactive thinker with a focus on continuous improvement and collaboration.

The Senior Technical Account Manager acts as a leader and advocate for customers, ensuring technical excellence and fostering adoption to enhance customer loyalty and success.

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.  

$90,400.00 - $168,000.00

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.