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.

Job Summary

The Technical Account Manager ensures customer success by combining advanced technical expertise with strong relationship management across technical, business, and executive levels. This role focuses on platform adoption, proactive problem-solving, and collaboration with cross-functional teams to deliver excellent customer outcomes. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that is redefining how companies engage with their customers while fostering adoption and loyalty.

Key Responsibilities

• Serve as a trusted technical advisor on Genesys Cloud platform architecture, usability, and best practices

• Partner with Customer Care, DevOps, and Customer Success teams to resolve issues and align with customer priorities

• Build and maintain strong relationships across technical, business, and executive levels

• Lead operational reviews, manage risks, and communicate solution updates proactively

• Advocate for customers in roadmap discussions and feature prioritization

• Monitor platform usage trends, provide proactive recommendations, and develop training resources

• Manage at-risk situations through cross-functional resolution plans and continuous improvement strategies

• Translate customer business needs into technical use cases and define best practices for service delivery

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)

• Minimum 4 years of experience in Customer Success, Contact Center Management, or Solutions Consulting

• Expertise in cloud contact center technologies (IP Telephony, IVR, Routing, Workforce Management)

• Strong knowledge of technology disciplines such as AI, Networking, or Programming (Python scripting a plus)

• Proven experience in escalation handling, risk management, and executive-level presentations

• Proficiency in Microsoft Office and collaboration tools

• Strong project management skills with the ability to manage parallel assignments

• Excellent communication, conflict resolution, and problem-solving skills

Preferred Qualifications

• Genesys product certifications (must be maintained and updated after hire)

• Experience working in global, fast-paced, and cross-functional environments

• Knowledge of enterprise SaaS platforms and customer lifecycle management

Attributes

• Initiative-driven and adaptable to change

• Passionate about innovation and continuous improvement

• Effective collaborator with a proactive and customer-first mindset

• Strong alignment with Genesys values: Embrace Empathy, Fly in Formation, and Go Big

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.  

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

Click here to view a summary overview of our Benefits.

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:

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 reasonable.accommodations@genesys.com.

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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.