Associate Technical Account Manager

Summary: Genesys is a company that empowers organizations to improve customer experiences through its AI-powered platform. The Technical Account Manager is responsible for ensuring customer success by providing technical expertise, managing relationships, and collaborating with internal teams to drive product improvements and support customer initiatives. Responsibilities: - 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 Required Qualifications: - Bachelor's degree (or equivalent) and 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 Required Skills: Cloud Computing, CX enterprise software Important Skills: Technical Risk Management, Genesys Cloud Certification Nice-to-Have Skills: Communication Skills, Project Management, Negotiation Skills, Adaptability Benefits: 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