Genesys Cloud Services Germany GmbH
AI Solution Architect EMEA(m/w/x)
Vollzeitnur vor OrtKeine Angabe
Frankfurt am Main
Neuer Job?Nejo!
Dein persönlicher KI-Karriere-Agent
GEGenesys
Technical Account Manager(m/w/x)
Frankfurt am Main
VollzeitVor OrtBerufserfahren
AI/ML
Nejo KI-Zusammenfassung
Technical advisory for customer adoption of AI-powered Experience Orchestration platform. Hands-on configuration of cloud contact center tech (IVR, WFM) expected. Modern cloud contact center environment.
Anforderungen
- BA/BS degree or equivalent experience
- Minimum 3 years experience in Customer Success, Contact Center Management, Solutions Consulting, or related fields
- Experience supporting SaaS or cloud-based enterprise solutions
- General knowledge of cloud contact center technologies (IP Telephony, Intelligent Routing, WFM, Reporting & Analytics)
- Hands-on experience configuring agents, groups, IVR flows, routing, schedules, reports
- Foundational knowledge in AI/ML, networking, operating systems, programming, or database administration
- Scripting knowledge (e.g., Python) (plus)
- Strong proficiency in MS Office tools
- Commitment to maintaining up-to-date Genesys product certifications
- Fluent German and English (written and spoken)
- Strong communication skills (technical and executive audiences)
- Effective presentation and executive summary writing skills
- Demonstrated project management skills (managing parallel initiatives)
- Experience with escalation and risk management processes
- Conflict resolution skills (multicultural environments, empathy, professionalism)
- High accountability and ownership
- Customer-focused and solution-oriented mindset
- Proactive and innovative thinking
- Comfort working in fast-paced, evolving environments
- Collaborative team player (global, cross-functional settings)
- Adaptability and flexibility (working hours)
- Ability to handle confidential and sensitive information
- Willingness to challenge status quo and drive continuous improvement
Aufgaben
- Serve as a trusted technical advisor and resource for customers.
- Act as a proactive problem solver.
- Ensure optimal platform adoption.
- Ensure seamless platform utilization.
- Ensure long-term customer value for assigned accounts.
- Provide guidance on architecture, usability, adoption, and best practices.
- Build strong relationships with technical, business, and executive stakeholders.
- Lead Operational Reviews.
- Provide recommendations aligned to customer goals.
- Provide recommendations aligned to deployment needs.
- Translate business requirements into technical solutions and practical use cases.
- Partner with Customer Care and DevOps teams.
- Troubleshoot and reproduce issues with partner teams.
- Provide customer context, history, and priorities.
- Communicate customer timelines and business impact.
- Collaborate with Customer Success and account teams on shared objectives.
- Liaise with Product Management on roadmap discussions.
- Liaise with Product Management on feature prioritization.
- Coordinate account efforts, including executive updates.
- Develop account action plans.
- Manage account timelines.
- Proactively inform customers of solution updates and service disruptions.
- Identify risks and define mitigation strategies for critical path items.
- Monitor trends and conduct proactive reviews.
- Provide actionable recommendations.
- Support and manage at-risk situations.
- Implement structured cross-functional recovery plans.
- Participate in escalation management processes.
- Participate in internal initiatives and process improvement projects.
- Contribute to strategic initiatives.
- Engage actively in the Genesys Community.
- Maintain product knowledge and relevant certifications.
- Embrace change and foster innovation.
- Promote continuous improvement.
Berufserfahrung
- 3 Jahre
Ausbildung
- Bachelor-Abschluss
Sprachen
- Deutsch – verhandlungssicher
- Englisch – verhandlungssicher
Tools & Technologien
- SaaS
- IP Telephony
- Intelligent Routing
- Workforce Management (WFM)
- Reporting & Analytics
- IVR
- AI/ML
- Python
- MS Office
- Genesys
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens Genesys erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
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GEGenesys
Technical Account Manager(m/w/x)
Frankfurt am Main
VollzeitVor OrtBerufserfahren
AI/ML
Nejo KI-Zusammenfassung
Technical advisory for customer adoption of AI-powered Experience Orchestration platform. Hands-on configuration of cloud contact center tech (IVR, WFM) expected. Modern cloud contact center environment.
Anforderungen
- BA/BS degree or equivalent experience
- Minimum 3 years experience in Customer Success, Contact Center Management, Solutions Consulting, or related fields
- Experience supporting SaaS or cloud-based enterprise solutions
- General knowledge of cloud contact center technologies (IP Telephony, Intelligent Routing, WFM, Reporting & Analytics)
- Hands-on experience configuring agents, groups, IVR flows, routing, schedules, reports
- Foundational knowledge in AI/ML, networking, operating systems, programming, or database administration
- Scripting knowledge (e.g., Python) (plus)
- Strong proficiency in MS Office tools
- Commitment to maintaining up-to-date Genesys product certifications
- Fluent German and English (written and spoken)
- Strong communication skills (technical and executive audiences)
- Effective presentation and executive summary writing skills
- Demonstrated project management skills (managing parallel initiatives)
- Experience with escalation and risk management processes
- Conflict resolution skills (multicultural environments, empathy, professionalism)
- High accountability and ownership
- Customer-focused and solution-oriented mindset
- Proactive and innovative thinking
- Comfort working in fast-paced, evolving environments
- Collaborative team player (global, cross-functional settings)
- Adaptability and flexibility (working hours)
- Ability to handle confidential and sensitive information
- Willingness to challenge status quo and drive continuous improvement
Aufgaben
- Serve as a trusted technical advisor and resource for customers.
- Act as a proactive problem solver.
- Ensure optimal platform adoption.
- Ensure seamless platform utilization.
- Ensure long-term customer value for assigned accounts.
- Provide guidance on architecture, usability, adoption, and best practices.
- Build strong relationships with technical, business, and executive stakeholders.
- Lead Operational Reviews.
- Provide recommendations aligned to customer goals.
- Provide recommendations aligned to deployment needs.
- Translate business requirements into technical solutions and practical use cases.
- Partner with Customer Care and DevOps teams.
- Troubleshoot and reproduce issues with partner teams.
- Provide customer context, history, and priorities.
- Communicate customer timelines and business impact.
- Collaborate with Customer Success and account teams on shared objectives.
- Liaise with Product Management on roadmap discussions.
- Liaise with Product Management on feature prioritization.
- Coordinate account efforts, including executive updates.
- Develop account action plans.
- Manage account timelines.
- Proactively inform customers of solution updates and service disruptions.
- Identify risks and define mitigation strategies for critical path items.
- Monitor trends and conduct proactive reviews.
- Provide actionable recommendations.
- Support and manage at-risk situations.
- Implement structured cross-functional recovery plans.
- Participate in escalation management processes.
- Participate in internal initiatives and process improvement projects.
- Contribute to strategic initiatives.
- Engage actively in the Genesys Community.
- Maintain product knowledge and relevant certifications.
- Embrace change and foster innovation.
- Promote continuous improvement.
Berufserfahrung
- 3 Jahre
Ausbildung
- Bachelor-Abschluss
Sprachen
- Deutsch – verhandlungssicher
- Englisch – verhandlungssicher
Tools & Technologien
- SaaS
- IP Telephony
- Intelligent Routing
- Workforce Management (WFM)
- Reporting & Analytics
- IVR
- AI/ML
- Python
- MS Office
- Genesys
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens Genesys erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
Gefällt dir diese Stelle?
BetaDein Career Agent findet täglich ähnliche Jobs für dich.
Über das Unternehmen
Genesys
Branche
IT
Beschreibung
Genesys empowers organizations to create the best customer and employee experiences with its AI-powered Experience Orchestration platform, driving loyalty, growth, and efficiency.
Noch nicht perfekt?
- Genesys Cloud Services Germany GmbH
AI Solution Architect EMEA(m/w/x)
Vollzeitnur vor OrtKeine AngabeFrankfurt am Main - Genesys Cloud Services Germany GmbH
Principal PS Consultant(m/w/x)
Vollzeitnur vor OrtSeniorFrankfurt am Main - Genesys
Principal Solutions Consultant(m/w/x)
Vollzeitnur vor OrtBerufserfahrenFrankfurt am Main - DE-CIX
Customer Success Manager(m/w/x)
Vollzeitnur vor OrtBerufserfahrenFrankfurt am Main