Genesys empowers organizations to improve customer experience by creating best experiences for customers and employees through its AI-powered Experience Orchestration platform. We are looking for a Senior Technical Account Manager to deliver technical success to Genesys customers by being a problem solver, representing the Genesys brand, and managing customer relationships.
Requirements
- Fluent in Spanish and English
- BA/BS Degree (or equivalent)
- Minimum of 5 years of relevant work experience in Customer Success, Contact Center Management, or Solutions Consulting
- Strong knowledge of Cloud contact center technologies, such as IP Telephony, Intelligent Routing, WFM, Reporting
- Theoretical and practical knowledge in computer technology disciplines, such as AI, Machine Learning, Network/OS administration, programming, Database administration
- Knowledge of scripting languages, such as Python, is a plus
- 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
- Ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and reporting to stakeholders
- Well established project management skills and ability to handle several parallel assignments
- Demonstrate cultivation of personal accountability and willingness to improve situations
- Organize, motivate, and lead in collaboration to achieve clearly defined goals and objectives
- Work well in a Global and Cross functional team
- Handle and be trusted with confidential and/or sensitive information
- Work in a fast-paced, constantly changing environment
- Be flexible and handle multiple projects in an organized, timely manner
- Work flexible hours as necessary
- Be a proactive, innovative thinker
- Challenge status quo and foster a continuous improvement attitude
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Relocation Assistance
