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 (TAM) ensures customer success by combining technical expertise, business acumen, and strong relationship management skills. Acting as a trusted advisor, the TAM drives adoption, proactive problem-solving, and continuous improvement to help customers achieve measurable outcomes with Genesys solutions. 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 long-term loyalty and success.

Key Responsibilities

• Serve as a trusted technical advisor, guiding customers on architecture, usability, adoption, and best practices

• Collaborate with Customer Care, DevOps, and internal teams to reproduce issues, provide insight into customer needs, and deliver timely solutions

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

• Partner with Customer Success teams to provide technical expertise and contribute to shared account goals

• Lead operational reviews, provide tailored recommendations, and align technical initiatives with customer business strategies

• Proactively inform customers of solution updates, potential service impacts, and risk management strategies

• Act as liaison to Product Management, contributing to roadmap discussions and feature prioritization

• Support project planning efforts, identify risks, and contribute to mitigation strategies

• Monitor platform usage trends and deliver proactive recommendations for adoption and optimization

• Manage at-risk situations by developing cross-functional resolution plans and driving continuous improvement initiatives

• Translate customer business needs into technical use cases and ensure best practices in service delivery

• Represent Genesys in community forums and cross-functional initiatives, contributing to customer advocacy and technical excellence

Required Qualifications

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

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

• Practical knowledge of cloud contact center technologies (IP Telephony, IVR, Routing, Workforce Management, Reporting) with hands-on experience in configuration and workflows

• Broad knowledge of technology disciplines, including AI/ML, networking, operating systems, programming, or database administration

• Familiarity with scripting languages (Python preferred)

• Proficiency in Microsoft Office productivity tools

• Experience with escalation handling, risk management, and cross-functional collaboration

• Strong communication and conflict resolution skills, with demonstrated ability to interact with global, multicultural teams

• Proven presentation skills with experience engaging executive-level stakeholders

• Project management expertise, with the ability to manage multiple parallel initiatives

• Strong personal accountability and initiative, with a track record of stepping up to drive improvement

Preferred Qualifications

• Genesys Cloud certifications (required to be maintained after hire)

• Experience in SaaS customer lifecycle management

• Familiarity with enterprise CX platforms and customer journey mapping

Attributes

• Initiative-driven, adaptable, and passionate about innovation

• Strong collaborator with empathy and respect for diverse perspectives

• Proactive thinker who challenges the status quo and embraces continuous improvement

• Aligned with Genesys values: Embrace Empathy, Fly in Formation, and