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.

Senior Technical Account Manager

The Senior Technical Account Manager (Senior TAM) at Genesys is a trusted technical advisor responsible for driving customer success and maximizing adoption of the Genesys platform. This role combines technical expertise, relationship management, and strategic leadership to ensure customer satisfaction and operational excellence.

The Senior TAM acts as a problem solver and customer advocate, representing Genesys in complex situations while fostering collaboration across internal teams. They are expected to be proactive, innovative, and adaptable—enhancing internal processes, supporting cross-functional projects, and embracing change.

An ideal candidate possesses strong communication, negotiation, and conflict management skills, along with a deep understanding of CX enterprise software and SaaS methodologies. They engage effectively with both technical and executive stakeholders, anticipate business needs, and deliver creative solutions that drive measurable outcomes and strengthen long-term customer partnerships.

This role opens up opportunities for applicants based in Sydney, Brisbane or Melbourne.

What this role is:

In this role, the primary responsibilities will include (but are not limited to):

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

• Be the most trusted and reliable technical resource for your customers, possessing excellent product knowledge and helping navigate through architecture, usability, adoption, and best practices questions.

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

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

• Become key partner to the Customer Success practice, providing advanced 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.

• Be an active participant of the Genesys Community by delivering in-depth and methodical recommendations.

• Engage with Customers and/or Partners on the project planning effort as well as defining mitigation planning for identified risks and items on the critical path and escalation management with Change and Incident management.

• Monitor trends and deliver proactive review with recommendations.

• Create and deliver training materials as assigned to new hires.

• Lead all necessary Genesys team’s efforts towards achieving your customers’ success with the Genesys platform, including conference calls, executive level updates to share status, ownership, product demos, action plans, and timelines.

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

• Able to analyze business needs and translate them into technical features/uses cases to address client’s requirements.

• Define and establish best practices on how to deliver world class service to Genesys customers.

What you’ll need to excel in this role:

• BA/BS Degree (or equivalent)

• Minimum of 8+ years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting.

• Strong knowledge of Cloud Contact Center technologies ranging from IP Telephony, Intelligent Routing, AI, WFM, Reporting, with hands on experience setting up agents and groups, building basic IVR and routing call flows, schedules, reports, etc. (highly preferred)

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

• Familiar with concepts like Cloud technologies (AWS, Azure or GCP), storage, Security Compliance.

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

• Experience with escalation and risk management processes and procedures.

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

• 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 well 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.

• Organize, motivate, and lead in collaboration to achieve clearly defined goals and objectives.

• Professional oral and written communication skills.

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

When it comes to people, the right fit at Genesys is someone with charisma and a ‘likeability factor’ who is determined to succeed, highly motivated to meet and exceed annual sales goals and willing to be coached for continuous growth and development. Genesys offers you an environment to deliver and be successful by being part of a strong salesforce committed to delivering success.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Australia.

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

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, visit www.genesys.com.

Reasonable Accommodations:

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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.