Senior Technical Account Manager

Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Senior Technical Account Manager is responsible for delivering technical success to Genesys customers by being a multi-tasking, relentless problem solver.

Requirements

• Fluent in French and English, both verbal and written
• BA/BS Degree (or equivalent)
• Minimum of 5 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting
• Strong 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
• Ability to independently manage/resolve conflicts within a multi-cultural environment
• 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 well 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
• Organize, motivate, and lead in collaboration to achieve clearly defined goals and objectives

Benefits

• Comprehensive benefits and perks like larger tech companies
• Independent work environment
• Opportunity to make a larger impact on the company
• Opportunity to take ownership of work
• Ability to work flexible hours