Sr. Technical Account Manager, Contact Center

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
At Genesys, we empower our customers through innovation in cloud-based contact center solutions. As a Senior Technical Account Manager (TAM), you’ll be the trusted technical advisor for strategic accounts, acting as the key liaison between our customers and Genesys. This role requires a problem-solver with deep technical expertise, strong relationship-building skills, and the ability to drive customer success across complex deployments. You’ll champion platform adoption, mitigate risks, and deliver proactive support while collaborating across internal teams to ensure the best possible outcomes.

Key Responsibilities

• Serve as the trusted technical advisor for assigned customers, guiding adoption, optimization, and best practices across the Genesys platform

• Establish and grow customer relationships across technical and executive levels, becoming an extension of their success strategy

• Lead operational reviews and deliver actionable recommendations tailored to the customer’s deployment and business needs

• Collaborate with Customer Care and DevOps to reproduce and resolve complex issues with a deep understanding of customer priorities

• Partner with Customer Success and account teams to align on goals, share insights, and develop joint action plans

• Represent customer needs in roadmap discussions with Product Management and advocate for prioritized enhancements

• Proactively monitor solution health and advise on service changes, disruptions, and mitigation strategies

• Provide timely executive updates, status reports, and escalation management for at-risk situations

• Engage in project planning, risk mitigation, and delivery coordination for strategic initiatives

• Participate in the Genesys community by contributing knowledge, sharing insights, and mentoring peers

• Deliver internal enablement and training for new TAMs and cross-functional team members

• Foster collaboration across departments and drive One Genesys outcomes for long-term customer value

• Define and continuously improve best practices for delivering world-class technical account management

Required Qualifications

• Bachelor’s degree or equivalent work experience

• Minimum 5 years of experience in Technical Account Management, Customer Success, or Contact Center leadership

• Strong working knowledge of cloud contact center technologies, including IP Telephony, IVR, routing, WFM, and reporting

• Hands-on experience building call flows, configuring agent groups, and managing schedules and reports

• Solid understanding of SaaS models, cloud infrastructure, and enterprise support methodologies

• Theoretical and practical knowledge in one or more areas: AI/ML, system administration, programming, or databases

• Proven ability to manage escalations and complex customer scenarios with empathy and accountability

• Excellent communication, negotiation, and conflict resolution skills across diverse and multicultural teams

• Ability to translate business needs into technical solutions and clearly present to technical and executive audiences

• Strong documentation and presentation skills, including tracking stakeholder actions and follow-ups

• Proficiency in Microsoft Office Suite and collaboration tools

• Demonstrated ability to lead cross-functional initiatives and mentor others effectively

Preferred Qualifications

• Project management experience or certification (e.g., PMP, Agile)

• Prior experience with Genesys Cloud CX or similar CX platforms

• Commitment to continuous learning, including maintaining Genesys product certifications

Why Join Us

• Be part of a customer-first team driving impact at scale

• Collaborate in a high-growth environm