Associate Technical Account Manager

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) at Genesys is responsible for ensuring customer success through technical expertise and strong relationship management. Key responsibilities include:

• Adoption & Value Realization: Support the Genesys Account team in adopting features that align with the Customer's overall roadmap and business initiatives.

• Customer Advocacy: Serve as a trusted technical resource, advising customers on best practices, platform adoption, and risk management.

• Collaboration: Work closely with internal teams (Customer Care, DevOps, Customer Success, Product Management) to troubleshoot issues, drive product improvements, and support cross-functional projects.

• Leadership: Lead operational reviews, communicate with various stakeholders (including executives), and manage complex, high-stakes situations.

• Proactive Engagement: Monitor trends and provide recommendations for supporting adoption and escalation prevention.

• Technical Expertise: Apply technical knowledge in CX enterprise software and cloud contact center technologies, with an understanding of relevant tools and programming languages.

• Technical Risk: Manage account escalation and risk processes to ensure customer satisfaction.

Qualifications include:

• Bachelor’s degree (or equivalent) and at least 1 year of relevant experience.

• Basic understanding of Cloud Computing and various technical disciplines (AI/ML, networking, programming, etc.).

• Effective communication, negotiation, and project management skills.

• Ability to obtain Certification on Genesys Cloud Products within 45 days of employment

• Ability to work in a fast-paced, multicultural environment and adapt to change.

Benefits: Competitive medical, dental, vision, telehealth, flexible work arrangements, career development, open time off, 401(k) matching, and additional benefits.

Genesys is committed to diversity and equal opportunity in the workplace.

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.  

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

Click here to view a summary overview of our Benefits.

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 [email protected].

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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.