Technical Account Manager
New
G
GenesysCloud Contact Center
United StatesFull-TimeMiddle
Salary$76,100.00 - $133,900.00
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Job Details
- Experience
- Minimum of 3 years
- Required Skills
- Project ManagementCustomer SuccessRisk Management
Requirements
- BA/BS Degree or equivalent.
- Minimum of 3 years of experience in Customer Success, Contact Center Management, or Solutions Consulting.
- Hands-on experience with cloud contact center technologies (IP Telephony, Intelligent Routing, WFM, Reporting, IVR).
- Understanding of computer technology disciplines like AI/Machine Learning, Network/OS administration, or database administration.
- Proficiency with MS Office productivity tools.
- Experience with escalation and risk management processes.
- Proven ability to manage and resolve conflicts in multi-cultural environments.
- Strong oral and written communication skills with executive-level presentation abilities.
- Project management skills with the ability to handle multiple parallel assignments.
- Commitment to maintaining up-to-date Genesys solution portfolio certifications.
Responsibilities
- Serve as a trusted technical resource for architecture, usability, adoption, and best practices.
- Collaborate with Customer Care and DevOps teams to troubleshoot and resolve customer issues.
- Build strong relationships with technical, business, and executive stakeholders.
- Lead operational reviews to provide recommendations tailored to deployment and business needs.
- Act as a liaison to Product Management for roadmap and feature prioritization.
- Manage project planning, risk mitigation, and critical path items for customer projects.
- Analyze business needs and translate them into technical features and use cases.
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