Genesys · 9 hours ago
Technical Account Manager
Tennessee, USA
Full-time
Onsite
Mid Level
$76K/yr - $134K/yr
3+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Technical Account Manager (TAM) is responsible for delivering technical success to Genesys customers by managing relationships, establishing partnerships, and ensuring seamless utilization of the Genesys platform.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
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
Qualification
Required
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
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
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
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
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce Ventures,ServiceNowSalesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase