Principal 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. Role Overview: Drive enterprise customer success by owning the technical strategy and performance of complex Genesys Cloud deployments across high-value accounts. This role directly influences customer retention, platform adoption, and long-term growth by aligning technical execution with business outcomes at scale. As a senior technical leader, you will guide customers through architectural decisions, operational optimization, and innovation opportunities that improve customer experience and business performance. You will partner with executive stakeholders to shape strategy while championing customer needs across Genesys, ensuring alignment between product capabilities and real-world impact. Joining Genesys means becoming part of a global team redefining how organizations deliver empathetic, AI-powered customer experiences. Key Responsibilities: Own end-to-end technical success for assigned enterprise customers, ensuring platform performance, adoption, and measurable business outcomes Drive cross-functional alignment across Customer Care, Product, Engineering, and Customer Success to resolve complex issues and accelerate customer value realization Lead strategic operational reviews that translate customer goals into actionable recommendations that improve performance, scalability, and user experience Design and influence customer architectures, guiding best practices in cloud contact center technologies, automation, and AI-driven solutions Anticipate risks and proactively develop mitigation strategies that protect customer operations and strengthen long-term partnerships Advocate for customer needs by influencing product roadmap discussions and prioritization based on real-world use cases and impact Build and maintain executive-level relationships, positioning Genesys as a strategic partner in delivering differentiated customer experiences Analyze usage trends and performance data to deliver insights that improve efficiency, adoption, and ROI Lead complex escalation and at-risk scenarios, orchestrating cross-functional recovery plans that restore confidence and drive continuous improvement Mentor and develop Technical Account Managers, elevating team capability and establishing best practices for service delivery excellence Drive internal process improvements, contributing to scalable methodologies, training programs, and operational consistency across the TAM organization Represent Genesys leadership in customer engagements, ensuring alignment on priorities, accountability, and execution Required Qualifications: Bachelor’s degree or equivalent professional experience 10+ years of experience in Customer Success, Technical Account Management, Contact Center Operations, or Solutions Consulting within enterprise environments Deep expertise in cloud contact center technologies, including IP telephony, intelligent routing, workforce management, and reporting Strong technical foundation across multiple domains such as networking, operating systems, databases, and software development concepts Demonstrated experience supporting SaaS platforms and driving enterprise adoption strategies Proven ability to manage complex escalations and risk scenarios within large-scale customer environments Experience engaging with senior technical and business stakeholders, including executive leadership Strong project management skills with the ability to manage multiple priorities and deliver outcomes in dynamic environments Excellent written and verbal communication skills, including the ability to present complex concepts clearly to diverse audiences Proficiency with standard productivity tools such as Microsoft Office Preferred Qualifications: Experience with scripting or programming languages such as Python Background in AI, machine learning, or advanced analytics applied to customer experience platforms Hands-on experience with Genesys Cloud or similar enterprise CX platforms Proven track record of mentoring or leading technical teams Experience contributing to process improvement initiatives or scalable service delivery models 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. $118,500.00 - $208,500.00 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, visit www.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 [email protected] . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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 and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.