Technical Account Manager
NinjaTrader
AWSAzureCloudGoogle Cloud Platform
Technical Account Manager
Genesys
full-time
Posted on:
Location Type: Hybrid
Location: Colorado, Illinois, Ohio, Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $70,800 - $131,400 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudPython
About the role
- 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
Requirements
- 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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
cloud contact center technologiesIP TelephonyIVRRoutingWorkforce ManagementReportingAI/MLscripting languagesPythonproject management
Soft skills
communicationconflict resolutionpresentation skillspersonal accountabilityinitiativecross-functional collaborationcustomer advocacyrelationship buildingrisk managementoperational reviews
