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.
Senior Technical Account Manager (Senior TAM)
Role Overview
The Senior Technical Account Manager (Senior TAM) drives technical success for Genesys customers by serving as a trusted advisor, strategic partner, and cross-functional leader. This role ensures optimal platform adoption, operational excellence, and long-term value realization across complex enterprise environments.
The Senior TAM represents the Genesys brand in high-impact situations, operates as “One Genesys,” and champions exceptional customer experience through technical expertise, accountability, and outcome ownership.
Key Responsibilities
Customer Partnership & Technical Leadership
- Serve as the primary trusted technical advisor for assigned customers.
- Provide expert guidance on architecture, adoption, optimization, and best practices.
- Translate business requirements into technical solutions and use cases.
- Lead operational and technical reviews aligned to customer goals and deployment needs.
- Communicate effectively with stakeholders at all levels, including executives.
Cross-Functional Collaboration & Advocacy
- Lead cross-functional efforts to drive customer outcomes and resolve complex issues.
- Partner with Customer Care, DevOps, Product Management, and Customer Success teams.
- Reproduce and analyze customer issues, providing business context and prioritization.
- Act as liaison to Product Management for roadmap discussions and feature alignment.
- Manage and coordinate executive updates, action plans, ownership, and timelines.
Proactive Risk & Escalation Management
- Identify trends, risks, and potential service disruptions; recommend mitigation strategies.
- Lead recovery efforts in at-risk situations through structured, cross-functional action plans.
- Support project planning and risk mitigation for critical-path initiatives.
- Manage escalations with professionalism, empathy, and strong conflict resolution skills.
Continuous Improvement & Enablement
- Drive methodology enhancements and internal process improvements.
- Contribute to strategic initiatives and cross-functional projects.
- Define and promote best practices for delivering world-class service.
- Develop and deliver training materials for new team members.
- Maintain active engagement in the Genesys Community with thoughtful recommendations.
Qualifications & Experience
Education & Experience
- BA/BS degree (or equivalent experience).
- Minimum 5 years of experience in Customer Success, Contact Center Management, Solutions Consulting, or related fields.
- Experience managing complex enterprise SaaS environments.
Technical Expertise
- Strong knowledge of cloud contact center technologies including:
- IP Telephony
- Intelligent Routing
- Workforce Management
- Reporting & Analytics
- Hands-on experience configuring agents, groups, IVR flows, routing, schedules, and reports.
- Foundational knowledge in areas such as AI/ML, networking, operating systems, programming, and databases.
- Scripting knowledge (e.g., Python) is a plus.
- Proficiency in MS Office tools.
- Commitment to maintaining relevant Genesys product certifications.
Professional Skills
- Fluent in German and English is MANDATORY (written and spoken).
- Strong communication and executive presentation skills.
- Proven ability to write executive summaries and track stakeholder actions.
- Excellent negotiation and conflict management abilities.
- Strong project management skills with the ability to manage multiple parallel initiatives.
- Experience in escalation and risk management.
- High degree of personal accountability and ownership.
Personal Attributes
- Strategic thinker with strong business acumen.
- Customer-first mindset with a passion for innovation.
- Proactive, solution-oriented, and adaptable to change.
- Comfortable working in fast-paced, global, and cross-functional environments.
- Capable of handling confidential information with discretion.
- Flexible with working hours when business needs require.
- Willing to challenge the status quo and foster continuous improvement.
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.
