Job Description

Role Objective:

We are seeking an experienced

Genesys Technical Account Manager (Tier 3)

to manage complex customer environments, lead Genesys Cloud implementations, and ensure seamless customer experience operations. The role requires deep technical expertise in Genesys platforms, strong incident management capabilities, and excellent client-facing communication skills.

Key Responsibilities:

Act as the

primary technical point of contact

for enterprise clients, ensuring high levels of customer satisfaction. Manage and resolve

Tier 3 escalations

, including incident diagnosis, root cause analysis, and resolution. Lead

Genesys Cloud implementations

, integrations, and platform upgrades. Design, configure, and optimize

IVR call flows, routing strategies, and customer journeys

. Collaborate with internal teams (engineering, support, product) to deliver timely solutions for client needs. Conduct technical reviews, provide best practice recommendations, and guide customers on system optimization. Develop and maintain technical documentation, reports, and solution roadmaps. Assist in incident and problem management, ensuring SLAs are consistently met. Deliver customer presentations, status reviews, and knowledge transfer sessions.

Required Experience & Qualifications:

5+ years of experience

with Genesys platforms, including

Genesys Cloud CX

. Proven expertise in

IVR design, call flow management, and cloud implementations

. Strong knowledge of incident, problem, and change management processes (ITIL preferred). Hands-on experience with

API integrations, routing strategies, and contact center solutions

. Excellent

customer-facing skills

, with the ability to handle escalations and build trusted relationships. Strong communication, presentation, and documentation skills.

Preferred Qualifications:

Certifications in

Genesys Cloud CX

or related Genesys technologies. Experience integrating Genesys with

CRM systems

(Salesforce, Dynamics, etc.). Knowledge of

Omnichannel solutions

(chat, email, social, digital engagement). Familiarity with

scripting/programming

(JavaScript, Python) for workflow automation. * ITIL certification or equivalent.