Technical Account Manager

Genesys

Technical Account Manager driving adoption of Genesys’ AI-powered customer experience platform. Advising enterprise customers on architecture, operations, risks, and technical success.

Posted 8/4/2026full-timeRemote • Massachusetts, Ohio, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $76,100 - $133,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Contact Center Management, with a strong foundation in cloud contact center technologies and project management. Capable of translating business needs into technical solutions while fostering relationships with diverse stakeholders.

Highest-signal resume keywords

Customer Success ManagementCloud Contact Center TechnologiesProject Management SkillsRisk Management ProcessesEffective Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IP TelephonyIntelligent RoutingWorkforce Management (WFM)IVR DevelopmentDatabase AdministrationAI/Machine LearningNetwork/OS Administration

Soft Skills

Conflict ResolutionProactive ThinkingInnovative Problem SolvingMulticultural Team CollaborationPresentation Skills

Tools & Technologies

Microsoft Office

Certifications & Qualifications

Genesys Product Certifications

Industry Keywords

Contact Center ManagementSolutions ConsultingCustomer EngagementOperational ReviewsContinuous Improvement

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as a trusted technical resource for customers, providing product knowledge and guidance on architecture, usability, adoption, and best practices
Collaborate with Customer Care and DevOps to reproduce customer issues and provide customer history, timelines, priorities, and business needs
Build strong relationships with technical, business, and executive-level customers and partners
Partner with Customer Success and account teams toward shared customer outcomes
Lead Operational Reviews and provide recommendations tailored to customer business or deployment needs
Proactively inform customers about solution changes or potential service disruptions and advise on risk strategies
Liaise with Product Management on roadmap strategy and feature prioritization
Participate in the Genesys Community
Engage customers and partners in project planning and mitigation planning for risks and critical-path items
Monitor trends and deliver proactive reviews with recommendations
Support customer success through conference calls, executive updates, action plans, ownership, and timelines
Manage At-Risk situations through holistic cross-functional plans and identify continuous improvement opportunities
Analyze business needs and translate them into technical features and use cases
Lead internal process side projects and cross-functional initiatives
Work flexible hours and adapt to ongoing change
Participate in strategic initiatives assigned by leadership

Requirements

What you’ll need

BA/BS degree or equivalent
Minimum 3 years of relevant work experience in Customer Success, Contact Center Management, or Solutions Consulting
General knowledge of cloud contact center technologies, including IP Telephony, Intelligent Routing, WFM, and Reporting
Hands-on experience setting up agents and groups, building basic IVR and routing call flows, schedules, and reports
Theoretical and practical knowledge of computer technology disciplines such as AI/Machine Learning, Network/OS administration, programming, or Database administration
Strong working knowledge of Microsoft Office productivity tools
Experience with escalation and risk management processes and procedures
Ability to manage and resolve conflicts in a multicultural environment
Professional oral and written communication skills
Effective presentation skills for all management levels
Ability to write executive-level summaries, document and track meeting minutes, monitor delegated tasks, and report to stakeholders
Established project management skills and ability to handle several parallel assignments
Ability to work in global and cross-functional teams
Ability to handle confidential and sensitive information
Ability to work in a fast-paced, constantly changing environment
Ability to manage multiple projects in an organized and timely manner
Willingness to work flexible hours as necessary
Proactive and innovative thinking
Ability to challenge the status quo and foster continuous improvement
Once hired, maintain up-to-date Product Certifications for the applicable Genesys Solution portfolio

Benefits

Comp & perks

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
Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families
Mentorship, learning programs, leadership development and education support
Commission or performance-based bonus opportunities may be available