Sr. Technical Account Manager

The **Sr. Technical Account Manager (TAM)** delivers technical success to our Genesys customers by being a multi-tasking, relentless problem solver, who can represent our brand in the most complex situations for any calibre accounts.

This role will suit someone who can demonstrate professionalism, accountability, and experience, 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.

This role will suit someone who is proficient in communicating with technical as well as senior business leaders up to the executive level and should also be versed in understanding business requirements, anticipating barriers, and initiating creative solutions.

You will be naturally eager to develop and share your passion for innovation, understand business strategy, and participate in strategic initiatives as assigned by the leadership.

**What You’ll Do**:
In this role, the primary responsibilities will include (but are not limited to):

- 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 the 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 a 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 advising on managing risk strategies.
- Act as a liaison to Product Management for roadmap conversations covering strategy and feature prioritization.
Be an active participant in the Genesys Community.
- Engage with Customer and/or Partner on the project planning effort as well as define mitigation planning for identified risks and items on the critical path.
- Monitor trends and deliver proactive reviews with recommendations.
- Play a 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 the current state and identify continuous improvement opportunities.
- Able to analyze business needs and translate them into technical features/use cases to address the client’s requirements.
- Adhoc requirements as directed by Management.

**You’ve been there and done this**
- BA/BS Degree (or equivalent)
- Minimum of 5 years of relevant work experience in one or more areas: Customer Success, Contact Centre 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.

**Desirable Skills**:

- 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 the ability to write executive-level summaries, document and track meeting minutes, monitor delegated tasks, and report to the stakeholders.
- Must have established project management skills and the 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.
- 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, constantl