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 environment where innovation and empathy thrive
Lead with ownership while shaping customer strategy and success
Enjoy flexibility, support, and professional development within a global organization
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.
$90,400.00 - $168,000.00
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
More details about our company benefits can be found at the following link: https://mygenesysbenefits.com
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
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.