Technical Account Manager (Contact Center)

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Customer Care
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21000266 Requisition #

Job Summary:

The Technical Account Manager (TAM) is responsible to deliver technical success to the Genesys customers by being a multi-tasking, relentless problem solver, who can represent Genesys brand in the most complex situations for any caliber accounts. The TAM must demonstrate professionalism, accountability, and experience, to manage and grow customer relationships, establish partnership and collaboration inside of the organization, own outcomes and deliver feedback for continuous improvement, while focusing on Genesys platform adoption and seamless utilization. The TAM will participate and lead side projects for internal processes, cross functional boundaries to achieve results, work flexible hours, embrace company culture, and adapt to ongoing change. The TAM is expected to be passionate for innovation, understand business strategy, and participate in strategic initiatives as assigned by the leadership. 
 
The ideal candidate has excellent communication, conflict management and negotiation skills, has contact center business experience or education, comes with a strong technical background in CX enterprise software, and brings practical application of the SaaS methodologies.  The TAM must be proficient in communicating with technical as well as senior business leaders up to the executive level.  The TAM should also be versed in understanding business requirements, anticipating barriers and initiating creative solutions. 

The TAM will operate as One Genesys and lead cross-functional efforts to advocate for customers’ needs and success. By demonstrating technical acumen and ownership, as well as driving outcomes, managing relationships and challenging decisions, the TAM will act as a leader whose prime goal is to be a true champion of the excellent Customer Experience. 

Key Responsibilities:

  • Become a trusted and reliable technical resource for your customers, possessing product knowledge and helping navigate through architecture, usability, adoption, and best practices questions. 
  • Collaborate with the Genesys Customer Care experts and DevOps specialists by making best effort to reproduce your customers’ issues, as well as providing insight into their history, timelines, priorities and business needs. 
  • Build strong relationships with customers and partners on all levels, including technical, business and executive. 
  • Become key partner to the Customer Success practice, providing technical knowledge and expertise, and work within the account team towards a common goal. 
  • Lead Operational Reviews where desired outcomes are achieved by providing recommendations specific to customers’ business or deployment needs. 
  • Proactive with assigned customers informing of solution changes or potential disruptions to their service and advise on managing risk strategies. 
  • Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization. 
  • Be an active participant of the Genesys Community. 
  • Engage with Customer and/or Partner on the project planning effort as well as defining mitigation planning for identified risks and items on the critical path. 
  • Monitor trends and deliver proactive review with recommendations. 
  • Play key role in Genesys team’s efforts towards achieving your customers’ success with the Genesys platform, including conference calls, executive level updates to share status, action plans, ownership and timelines. 
  • Ability to effectively manage At-Risk situations where a holistic cross functional plan is developed to address current state and identify continuous improvement opportunities. 
  • Able to analyze business needs and translate them into technical features/uses cases to address client’s requirements. 

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, with 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, aka AI/Machine Learning, Network/OS administration, programming, Database administration etc. 
  • Knowing a scripting language, aka Python, is a plus. 
  • 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 by demonstrating genuine empathy, deep respect and cordial appreciation. 
  • 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 with examples of stepping up to improve situations rather than looking for who to blame. 
  • Once hired, maintain up to date Product Certifications of applicable Genesys Solution portfolio. 
  • Function in collaborative team approach to achieve clearly defined goals and objectives. 
  • Also required are abilities to:  
  • Work well in a Global and Cross functional team 
  • Handle and be trusted with confidential and/or sensitive information 
  • Work in a fast-paced, constantly changing environment 
  • Be flexible and handle multiple projects in an organized, timely manner 
  • Work flexible hours as necessary 
  • Be a proactive, innovative thinker 
  • Challenge status quo and foster a continuous improvement attitude 

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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