Genesys

Technical Account Manager

Genesys

full-time

Posted on:

Location Type: Office

Location: Ontario • Canada

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Salary

💰 $85,900 - $111,200 per year

Tech Stack

Cloud

About the role

  • Delivering technical success to the Genesys customers
  • Manage and grow customer relationships
  • Establish partnership and collaboration inside of the organization
  • Own outcomes and deliver feedback for continuous improvement
  • Focus on Genesys platform adoption and seamless utilization
  • Participate and lead side projects for internal processes
  • Work flexible hours
  • Engage with Customer and/or Partner on the project planning effort

Requirements

  • BA/BS Degree (or equivalent)
  • Minimum of 3 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting
  • General knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, WFM, Reporting
  • Hands-on experience setting up agents and groups, building basic IVR and routing call flows, schedules, reports, etc.
  • Theoretical and practical knowledge in several of the major computer technology disciplines, i.e. AI/Machine Learning, Network/OS administration, programming, Database administration, etc.
  • Must possess a strong working knowledge of MS office productivity tools
  • Experience with escalation and risk management processes and procedures
  • Ability to manage/resolve conflicts within a multi-cultural environment
  • Professional oral and written communication skills
  • Effective presentation skills to all management levels
  • Demonstrate ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and reporting to the stakeholders
  • Must have established project management skills and ability to handle several parallel assignments
  • Demonstrate cultivation of personal accountability
Benefits
  • larger tech companies like benefits and perks
  • independence to make a larger impact
  • ownership of their work
Applicant Tracking System Keywords

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

Hard Skills & Tools
Cloud contact center technologiesIP TelephonyIntelligent RoutingWFMReportingIVRAIMachine LearningNetwork administrationDatabase administration
Soft Skills
customer relationship managementcollaborationcontinuous improvementconflict managementoral communicationwritten communicationpresentation skillsproject managementpersonal accountabilitymulticultural environment
Certifications
BA/BS Degree