Senior Technical Account Manager

Role Overview

• Deliver technical success to the Genesys customers by being a multi-tasking, relentless problem solver
• 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
• Focus on Genesys platform adoption and seamless utilization
• Show initiative to enhance methodology
• Take on side projects for internal processes
• Work flexible hours
• Embrace company culture and adapt to ongoing change
• Bring new team members on-board
• Participate in strategic initiatives as assigned by leadership

Requirements

• Fluent in Spanish and English.
• 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 by demonstrating genuine empathy, deep respect and cordial appreciation.
• 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.
• 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

Tech Stack

• Cloud
• Python

Benefits

• Great benefits and perks
• Independence to make a larger impact on the company