Genesys Cloud Services Germany GmbH
AI Solution Architect EMEA(m/w/x)
Full-timeOn-siteNot specified
Frankfurt am Main
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GEGenesys
Technical Account Manager(m/w/x)
Frankfurt am Main
Full-timeOn-siteExperienced
AI/ML
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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.
Work Experience
- 3 years
Education
- Bachelor's degree
Languages
- German – Business Fluent
- English – Business Fluent
Tools & Technologies
- SaaS
- IP Telephony
- Intelligent Routing
- Workforce Management (WFM)
- Reporting & Analytics
- IVR
- AI/ML
- Python
- MS Office
- Genesys
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Genesys and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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GEGenesys
Technical Account Manager(m/w/x)
Frankfurt am Main
Full-timeOn-siteExperienced
AI/ML
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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.
Work Experience
- 3 years
Education
- Bachelor's degree
Languages
- German – Business Fluent
- English – Business Fluent
Tools & Technologies
- SaaS
- IP Telephony
- Intelligent Routing
- Workforce Management (WFM)
- Reporting & Analytics
- IVR
- AI/ML
- Python
- MS Office
- Genesys
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Genesys and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
Genesys
Industry
IT
Description
Genesys empowers organizations to create the best customer and employee experiences with its AI-powered Experience Orchestration platform, driving loyalty, growth, and efficiency.
Not a perfect match?
- Genesys Cloud Services Germany GmbH
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Full-timeOn-siteExperiencedDietzenbach - Johnson Controls
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Full-timeOn-siteManagementNeu-Isenburg - DE-CIX
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Full-timeOn-siteExperiencedFrankfurt am Main