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 - $208,500.00Benefits:
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 reasonable.accommodations@genesys.com.
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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 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.