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 Go Big
Able to thrive in fast-paced, evolving environments while balancing multiple priorities
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.
$70,800.00 - $131,400.00
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
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.
