Sr. Principal Technical Account Manager

Genesys • Full-time • Mexico City (Flexible), Mexico • 1d ago

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.

The Sr. Principal Technical Account Manager ensures customer success by providing advanced technical expertise, managing complex accounts, and fostering strong relationships at all levels. The role emphasizes platform adoption, proactive problem-solving, and cross-functional collaboration to deliver excellent customer experiences.

Key Responsibilities

Serve as a trusted technical advisor on Genesys platform architecture, usability, and best practices.
Collaborate with Customer Care and DevOps to resolve issues and align with customer priorities.
Build and maintain relationships across technical, business, and executive levels.
Support Customer Success teams with technical knowledge to achieve common goals.
Lead operational reviews, manage risks, and communicate solution updates proactively.
Advocate for customers in roadmap discussions and feature prioritization.
Monitor trends, provide proactive recommendations, and create training materials.
Manage at-risk situations with cross-functional plans for resolution and improvement.
Translate business needs into technical use cases and define best practices for service delivery.

Qualifications

Education: BA/BS degree (or equivalent).
Experience: Minimum 5 years in Customer Success, Contact Center Management, or Solutions Consulting.
Expertise in cloud contact center technologies (e.g., IP Telephony, IVR, Routing, WFM).
Knowledge of computer technology disciplines (AI, Networking, Programming, etc.); Python scripting is a plus.
Proficiency in MS Office, escalation, and risk management.
Strong communication, conflict resolution, and executive-level presentation skills.
Proven ability in project management and handling parallel assignments.
Certifications: Maintain updated Genesys product certifications after hiring.

Attributes

Initiative-driven, adaptable to change, and passionate about innovation.
Effective in global, fast-paced, and cross-functional environments.
Proactive thinker with a focus on continuous improvement and collaboration.

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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:

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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.