Genesys

Senior Technical Account Manager

Genesys

full-time

Posted on:

Location Type: Office

Location: Bogota • 🇨🇴 Colombia

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Job Level

Senior

Tech Stack

CloudPython

About the role

  • Ensure customer success by providing advanced technical expertise and managing complex accounts
  • 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

Requirements

  • BA/BS degree (or equivalent)
  • 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
  • Maintain updated Genesys product certifications after hiring
Benefits
  • great benefits and perks like larger tech companies
  • independence to make a larger impact on the company
  • take ownership of their work

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
cloud contact center technologiesIP TelephonyIVRRoutingWFMPython scriptingescalation managementrisk managementproject managementtechnical use cases
Soft skills
communicationconflict resolutionexecutive-level presentationrelationship buildingcustomer advocacycollaborationproactive recommendationsoperational review leadershiprisk managementtraining material creation
Certifications
Genesys product certifications