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.
Senior Technical Account Manager
Brazil (Hybrid, SĂŁo Paulo)
Role Overview:
Driving meaningful customer outcomes across complex enterprise environments, this role ensures organizations fully realize the value of the Genesys Cloud platform through deep technical partnership and strategic guidance. You will own the technical relationship for strategic accounts, influencing platform adoption, architectural decisions, and long-term success while partnering with senior stakeholders across business and technology teams. This role requires availability to work in a hybrid model based in the SĂŁo Paulo office.
Key Responsibilities:
Own the end-to-end technical relationship for strategic accounts, driving platform adoption and long-term customer success.
Act as a trusted advisor on Genesys Cloud architecture, ensuring scalable, resilient, and high-performing solutions.
Lead cross-functional collaboration with Customer Care, DevOps, and Product teams to resolve complex technical challenges and improve customer outcomes.
Influence customer strategy by aligning business objectives with technical capabilities and best practices.
Drive proactive risk identification and mitigation strategies to protect customer experience and platform performance.
Lead operational and technical reviews, providing actionable insights that improve efficiency, adoption, and ROI.
Advocate for customer needs in product roadmap discussions, shaping future platform capabilities.
Analyze usage trends and performance data to recommend optimizations and continuous improvements.
Develop and deliver technical enablement materials that empower customers and internal teams.
Manage critical or at-risk situations through structured action plans, ensuring resolution and long-term stability.
Required Qualifications:
Bachelorâs degree or equivalent practical experience.
5+ years of experience in Customer Success, Technical Account Management, Contact Center Management, or Solutions Consulting.
Strong expertise in cloud contact center technologies, including IP Telephony, IVR, routing, and workforce management.
Solid understanding of modern technology domains such as AI, networking, and software development.
Experience working with enterprise SaaS platforms and complex technical environments.
Strong communication skills with the ability to engage technical, business, and executive stakeholders.
Proven ability to manage multiple priorities, projects, and stakeholders simultaneously.
Experience in escalation management and risk mitigation in customer-facing environments.
Fluency in Portuguese is required.
Advanced to fluent English is required for global collaboration and executive-level communication.
Preferred Qualifications:
Experience with Genesys Cloud or similar customer experience platforms.
Knowledge of scripting or programming languages such as Python.
Experience supporting enterprise-level customers in regulated or high-scale environments.
Industry certifications related to cloud, contact center technologies, or customer experience platforms.
Advanced Spanish is a plus.
Familiarity with Artificial Intelligence concepts applied to Customer Experience (CX) is highly preferred.
Experience with AI-driven solutions such as conversational AI, automation, and analytics is a strong plus.
Exposure to or interest in emerging technologies such as Agentic AI and their application in contact center environments is highly desirable.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
GenesysŽ 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.
You can expect a response within 24â48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationâsuch as application follow-ups or resume submissionsâmay not receive a response.
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.
genesys