Sr. 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 6000 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 Sr. Principal Technical Account Manager ensures customer success by providing advanced technical expertise managing complex accounts and fostering strong relationships at all levels. The role emphasizes platform adoption proactive problem-solving and cross-functional collaboration to deliver excellent customer experiences.

Key Responsibilities

• Serve as a trusted technical advisor on Genesys platform architecture usability and best practices.
• Collaborate with Customer Care and DevOps to resolve issues and align with customer priorities.
• Build and maintain relationships across technical business and executive levels.
• Support Customer Success teams with technical knowledge to achieve common goals.
• Lead operational reviews manage risks and communicate solution updates proactively.
• Advocate for customers in roadmap discussions and feature prioritization.
• Monitor trends provide proactive recommendations and create training materials.
• Manage at-risk situations with cross-functional plans for resolution and improvement.
• Translate business needs into technical use cases and define best practices for service delivery.

Qualifications

• Education: BA/BS degree (or equivalent).
• Experience: Minimum 5 years in Customer Success Contact Center Management or Solutions Consulting.
• Expertise in cloud contact center technologies (e.g. IP Telephony IVR Routing WFM).
• Knowledge of computer technology disciplines (AI Networking Programming etc.); Python scripting is a plus.
• Proficiency in MS Office escalation and risk management.
• Strong communication conflict resolution and executive-level presentation skills.
• Proven ability in project management and handling parallel assignments.
• Certifications: Maintain updated Genesys product certifications after hiring.

Attributes

• Initiative-driven adaptable to change and passionate about innovation.
• Effective in global fast-paced and cross-functional environments.
• Proactive thinker with a focus on continuous improvement and collaboration.

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About Genesys:

Genesys empowers more than 8000 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.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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