Principal Technical Account Manager

Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
The Principal Technical Account Manager is responsible for delivering technical success to Genesys customers by acting as a strategic advisor and trusted partner for our Enterprise customers, helping them maximise the value of their AI-driven customer experience (CX) platforms. This role sits at the intersection of technology, business outcomes, and customer success, ensuring that AI solutions are not only deployed successfully but continuously optimised to deliver measurable impact, scalability, and innovation.
This role owns customer value realisation, driving adoption, helping to optimise AI performance, and align the platform to the customer’s broader CX and digital transformation strategy, matching customer Roadmap with Genesys Roadmap.
As a trusted advisor, the TAM works closely with internal teams as well as the customer stakeholders to ensure:
Improvements to key CX metrics are recommended and followed up
New AI and Orchestration Use Cases are identified
Platform stability is paramount and risks are mitigated
The Principal TAM must demonstrate professionalism, accountability and experience, manage and grow customer relationships. Showing initiative is key and you must be able to enhance methodology, take on side projects, work flexible hours, embrace company culture, and adapt to ongoing change.
The Principal TAM is expected to be passionate about innovation, consultative in nature and have an easy going relationship building self-assured personality.
Responsibilities:
Possess excellent product knowledge - enabling architecture, usability, adoption, and best practice conversations
Collaboration with Genesys internal resources and DevOps specialists by making best effort to reproduce your customers’ issues, as well as providing insight into their history, timelines, priorities and business needs.
Build strong relationships with customers and partners on all levels, including technical, business and executive.
Become key partner to the Customer Success practice, providing advanced technical knowledge and expertise, and work within the account team towards a common goal.
Deliver on all TAM objectives within the correct cadence for each customer assigned
Effective presentation skills to all management levels
Be an active participant of the Genesys Community
Create and deliver training materials
Able to analyse business needs and translate them into technical features/uses cases to address client’s requirements
Write executive level summaries, document and track meeting minutes, monitor delegated tasks, and report to the stakeholders
Maintain up to date Product Certifications of applicable Genesys Solution portfolio
Qualifications/Requirements:
Relevant Cloud qualifications such as Azure Foundations or AWS Practitioner are ideal
Minimum of 5 years of relevant work experience in one or more areas: Technical Account Management, Customer Success, Solutions Role within Enterprise SaaS.
Strong understanding of AI concepts, governance, compliance and risk frameworks
Knowledge of API's, Integrations and cloud architectures
Swedish language skills
Also required are abilities to:
Interpret data and drive insights
Create new documentation and improve process
Handle and be trusted with confidential and/or sensitive information
Be flexible and handle multiple projects in an organized, timely manner
Be a proactive, innovative thinker
Challenge status quo and foster a continuous improvement attitude
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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