Sr. Principal Technical Account Manager

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 helps organizations accelerate growth by delivering empathetic, personalized experiences at scale, driving customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people worldwide who embrace empathy and collaboration, and we offer great benefits while giving our employees the independence to make a larger impact on the company. Senior Principal Technical Account Manager The role ensures customer success by providing advanced technical expertise, managing complex accounts, and fostering strong relationships at all levels. It emphasizes platform adoption, proactive problem‑solving, and cross‑functional collaboration to deliver excellent customer experiences. Key Responsibilities Serve as a trusted technical advisor on Genesys platform architecture, usability, and best practices. Collaborate with Customer Care and DevOps to resolve issues and align with customer priorities. Build and maintain relationships across technical, business, and executive levels. Support Customer Success teams with technical knowledge to achieve common goals. Lead operational reviews, manage risks, and communicate solution updates proactively. Advocate for customers in roadmap discussions and feature prioritization. Monitor trends, provide proactive recommendations, and create training materials. Manage at‑risk situations with cross‑functional plans for resolution and improvement. Translate business needs into technical use cases and define best practices for service delivery. Qualifications Minimum 5 years in Customer Success, Contact Center Management, or Solutions Consulting. Expertise in cloud contact‑center technologies (IP Telephony, IVR, Routing, WFM). Knowledge of computer‑technology disciplines (AI, Networking, Programming, etc.); Python scripting is a plus. Proficiency in MS Office, escalation, and risk management. Strong communication, conflict resolution, and executive‑level presentation skills. Proven ability in project management and handling parallel assignments. Maintain updated Genesys product certifications after hiring. Education: BA/BS degree (or equivalent). Attributes Initiative‑driven, adaptable to change, and passionate about innovation. Effective in global fast‑paced and cross‑functional environments. Proactive thinker focused on continuous improvement and collaboration. Key Skills Design, Camp, Logistics & Procurement, Account Management, Customer Support Job Details Employment Type: Full‑Time Experience: 5+ years Location: Mexico City, Mexico Hybrid: Yes Vacancy: 1 About Genesys Genesys empowers thousands of organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is an AI‑powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise, driving customer loyalty and retention while increasing operational efficiency. Equal Opportunity Employer 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. #J-18808-Ljbffr