Support the Genesys Account team in adopting features that align with the Customer's overall roadmap and business initiatives.
Serve as a trusted technical resource, advising customers on best practices, platform adoption, and risk management.
Work closely with internal teams (Customer Care, DevOps, Customer Success, Product Management) to troubleshoot issues, drive product improvements, and support cross-functional projects.
Lead operational reviews, communicate with various stakeholders (including executives), and manage complex, high-stakes situations.
Monitor trends and provide recommendations for supporting adoption and escalation prevention.
Apply technical knowledge in CX enterprise software and cloud contact center technologies, with an understanding of relevant tools and programming languages.
Manage account escalation and risk processes to ensure customer satisfaction.

Requirements

Bachelor’s degree (or equivalent)
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

Applicant Tracking System Keywords

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

Cloud ComputingAIMachine LearningNetworkingProgrammingCX enterprise softwareCloud contact center technologies

Effective communicationNegotiationProject managementAdaptability

Bachelor’s degreeGenesys Cloud Products Certification