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 Technical Account Manager (TAM) is responsible for delivering technical success to Genesys customers by serving as a trusted advisor and proactive problem solver. The TAM ensures optimal platform adoption, seamless utilization, and long-term customer value across assigned accounts.

Representing Genesys in complex customer situations, the TAM builds strong partnerships, collaborates across functions, and takes ownership of outcomes. This role operates with professionalism and accountability while driving continuous improvement and exceptional customer experience.

The TAM works as “One Genesys,” leading cross-functional efforts to advocate for customer needs and support strategic initiatives aligned with business objectives.

• Serve as a trusted technical resource for assigned customers.

• Provide guidance on architecture, usability, adoption, and best practices.

• Build strong relationships with technical, business, and executive stakeholders.

• Lead Operational Reviews and provide recommendations aligned to customer goals and deployment needs.

• Translate business requirements into technical solutions and practical use cases.

• Partner with Customer Care and DevOps teams to troubleshoot and reproduce issues.

• Provide customer context including history, priorities, timelines, and business impact.

• Work closely with Customer Success and account teams toward shared objectives.

• Act as liaison to Product Management for roadmap discussions and feature prioritization.

• Play a key role in coordinated account efforts, including executive updates, action plans, and timeline management.

• Proactively inform customers of solution updates or potential service disruptions.

• Identify risks and define mitigation strategies for critical path items.

• Monitor trends and conduct proactive reviews with actionable recommendations.

• Support and manage at-risk situations through structured cross-functional recovery plans.

• Participate in escalation management processes as required.

• Participate in internal initiatives and process improvement projects.

• Contribute to strategic initiatives as assigned by leadership.

• Actively engage in the Genesys Community.

• Maintain product knowledge and relevant certifications.

• Embrace change and foster a culture of innovation and continuous improvement.

• BA/BS degree (or equivalent experience).

• Minimum 3 years of experience in Customer Success, Contact Center Management, Solutions Consulting, or related fields.

• Experience supporting SaaS or cloud-based enterprise solutions.

• General knowledge of cloud contact center technologies including:

  • IP Telephony

  • Intelligent Routing

  • Workforce Management (WFM)

  • Reporting & Analytics

• Hands-on experience configuring agents, groups, IVR flows, routing, schedules, and reports.

• Foundational knowledge in areas such as AI/ML, networking, operating systems, programming, or database administration.

• Scripting knowledge (e.g., Python) is a plus.

• Strong proficiency in MS Office tools.

• Commitment to maintaining up-to-date Genesys product certifications.

• Fluent in German and English (written and spoken).

• Strong communication skills across technical and executive audiences.

• Effective presentation and executive summary writing skills.

• Demonstrated project management skills with ability to manage parallel initiatives.

• Experience with escalation and risk management processes.

• Ability to resolve conflicts in multicultural environments with empathy and professionalism.

• High level of accountability and ownership.

• Customer-focused and solution-oriented.

• Proactive and innovative thinker.

• Comfortable working in fast-paced, evolving environments.

• Collaborative team player in global and cross-functional settings.

• Adaptable and flexible with working hours when required.

• Trusted to handle confidential and sensitive information.

• Willing to challenge the status quo and drive continuous improvement.

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.