Why This Job is Featured on The SaaS Jobs
This Technical Account Manager role sits at a mature SaaS platform provider where customer outcomes depend on reliable cloud operations, integration depth, and ongoing adoption rather than one-time deployments. In the contact center and experience orchestration space, enterprise customers typically run complex, business-critical workloads, which makes the post-sale technical partner a central lever for retention, expansion, and product credibility.
For a SaaS career, the role builds the kind of cross-functional operating rhythm that scales across vendors and categories: translating usage and performance signals into action, aligning support and engineering around priority issues, and shaping executive-facing narratives that connect platform capabilities to measurable impact. It also offers repeated exposure to common SaaS mechanics such as risk management, lifecycle engagement, and roadmap feedback loops, which are transferable across customer success, solutions architecture, and product-facing roles.
This position is best suited to professionals who enjoy being the technical point of coordination across multiple stakeholders and who can move between architecture detail and business context without losing precision. It will fit someone comfortable owning escalations, documenting best practices, and working with distributed teams while maintaining a steady, advisory presence with enterprise accounts.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 Technical Account Manager plays a critical role in ensuring customer success by providing advanced technical expertise and strategic guidance to enterprise customers. This role partners closely with customers to drive adoption of the Genesys platform, proactively manage risk, and deliver measurable business outcomes. You will collaborate across global teams while acting as a trusted advisor to technical, business, and executive stakeholders.
Key Responsibilities
Serve as a trusted technical advisor on Genesys platform architecture, configuration, and best practices.
Partner with Customer Care, Engineering, and DevOps teams to resolve complex technical issues aligned with customer priorities.
Build and maintain strong relationships with customer stakeholders at technical, operational, and executive levels.
Support Customer Success initiatives by providing deep technical insight that drives adoption and long-term value.
Lead operational and technical reviews, identify risks, and communicate recommendations and solution updates proactively.
Advocate for customer needs in internal discussions related to product roadmap and feature prioritization.
Monitor usage trends and platform performance to provide proactive optimization recommendations.
Develop and deliver technical documentation and enablement materials for customers and internal teams.
Manage at-risk customer situations by coordinating cross-functional action plans focused on resolution and improvement.
Translate business objectives into clear technical use cases and define scalable best practices for service delivery.
Qualifications
Bachelor’s degree or equivalent professional experience.
Minimum of 4 years of experience in Technical Account Management, Customer Success, Contact Center Operations, or Solutions Consulting.
Strong expertise in cloud contact center technologies, including IP Telephony, IVR, Routing, Workforce Management, and Analytics.
Broad understanding of modern computer technologies such as AI, networking, APIs, and programming concepts; Python scripting experience is a plus.
Proficiency in Microsoft Office and experience with escalation management and risk mitigation.
Excellent communication skills, including the ability to present complex technical concepts to executive audiences.
Demonstrated ability to manage multiple priorities in a fast-paced, global environment.
Fluent Portuguese, with advanced to fluent English and Spanish, required for global customer engagement and collaboration with regional and international stakeholders.
Willingness to obtain and maintain required Genesys product certifications.
Attributes
Proactive and self-driven professional with a strong sense of ownership and accountability.
Comfortable operating in a global, cross-functional environment.
Collaborative mindset aligned with Genesys values of empathy, teamwork, and innovation.
Strong focus on continuous improvement and delivering exceptional customer experiences.
#LI-Hybrid
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.
