Associate Technical Account Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Associate Technical Account Manager (TAM) at Genesys ensures customer success by combining technical expertise with strong relationship management. This role supports adoption, risk management, and proactive engagement while collaborating with cross-functional teams to resolve issues and align with customer goals. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that is redefining how companies engage with their customers while building long-term adoption and loyalty.

Key Responsibilities

Support the Genesys Account team in adopting features that align with customer roadmaps and business initiatives

Serve as a trusted technical resource, advising on best practices, platform adoption, and risk management

Collaborate with Customer Care, DevOps, Customer Success, and Product Management to resolve issues and drive improvements

Lead operational reviews, communicate with stakeholders (including executives), and manage high-priority situations

Monitor trends and provide proactive recommendations to support adoption and prevent escalations

Apply technical knowledge in CX enterprise software and cloud contact center technologies

Contribute to cross-functional projects and translate customer business needs into actionable use cases

Manage account escalations and risk processes to ensure customer satisfaction

Required Qualifications

Genesys is unable to offer visa sponsorship now or even in the future for this role.

Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience)

Minimum of 1 year of relevant experience in a technical, consulting, or customer-facing role

Basic understanding of cloud computing and disciplines such as AI / ML, networking, or programming

Strong communication, negotiation, and project management skills

Ability to achieve Genesys Cloud Product Certification within 45 days of employment

Ability to thrive in a fast-paced, multicultural environment and adapt to change

Preferred Qualifications

Familiarity with customer experience (CX) enterprise software solutions

Exposure to scripting or programming languages (Python or similar)

Experience collaborating with cross-functional global teams

Attributes

Initiative-driven and eager to learn

Passionate about customer success and continuous improvement

Collaborative and adaptable in a fast-changing environment

Alignment with Genesys values : Embrace Empathy, Fly in Formation, and Go Big

Compensation :

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$55,200.00 - $102,600.00

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

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys :

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations :

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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Genesys is an equal opportunity employer committed to fairness 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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.