Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Why I’m a Strong Fit for This Role
Timeline
Generic

Elliott Van Otten

Forney,TX

Summary

Dynamic Technical Account Manager with a proven track record at Genesys, excelling in enterprise account management and customer success. Expert in process optimization and cross-functional collaboration, recognized for transforming at-risk accounts into long-term partners. Adept at technical troubleshooting and developing training materials, driving efficiency and satisfaction in contact center technology.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Technical Account Manager

Genesys
01.2022 - Current
  • Serve as primary technical advisor for enterprise accounts, ensuring platform adoption and customer success.
  • Lead cross-functional teams to resolve high-stakes technical issues and deliver tailored solutions.
  • Conduct operational reviews, share best practices, and proactively manage risks for assigned clients.
  • Mentor TAMs and contribute to knowledgebase and product strategy.
  • Recognized for turning at-risk accounts into long-term, referenceable customers.

Contact Center Administrator

DSI Systems
01.2019 - 01.2021
  • Designed, maintained, and optimized NICE-InContact/IVR applications for global operations.
  • Led migration from Five9 to NICE-InContact, launching new international call center.
  • Provided technical training, vendor management, and ongoing support.

Telecommunications Administrator

Overstock.com
01.2018 - 01.2019
  • Implemented and supported IVR/telephony systems across multiple centers.
  • Led software migrations, integrations, and process improvements, increasing efficiency by 90%.
  • Developed training materials and documentation for end users.

Broadband Technician

Centurylink
01.2015 - 01.2018
  • Delivered technical support, installations, and upgrades across fiber, copper, and wireless networks.
  • Developed data-driven sales strategies, ranking 3rd nationally in sales.

Cloud Support Analyst

Genesys
01.2013 - 01.2015
  • Supported multi-tenant call center environments, resolving 15–20 complex issues daily.
  • Ensured high availability and customer satisfaction for enterprise clients.

Education

High School Diploma -

Salt Lake Community College
Riverton
01-2001

Skills

  • Enterprise Account Management
  • NiCE Genesys Alvaria Cisco
  • SalesForce ServiceNow ZenDesk
  • Process Optimization
  • KPI Analysis
  • Cross-Functional Collaboration
  • Technical Troubleshooting
  • Root Cause Analysis
  • Salesforce
  • Jira
  • Confluence
  • Asana
  • MS Office
  • Visio
  • VoIP
  • SIP
  • TCP/IP
  • Networking Fundamentals

Certification

AWS Certified Cloud Practictioner

Genesys Certified Professional (GCP)
Certified Scrum Master (CSM)
FCC – General Radio Operator License
FOA (Fiber Optic Association) Certified Fiber Optic Technician CFOT
FOA Certified Fiber Optic Installer

Affiliations

  • I enjoy volunteering at my local food bank, where I can give back and connect with my community.
  • I’m a food and wine enthusiast who loves exploring new flavors and cultures through travel.

Why I’m a Strong Fit for This Role

  • 10+ years’ experience in technical account management, contact center software, and enterprise customer success
  • Proven ability to mentor peers, lead technical projects, and optimize business outcomes
  • Deep expertise in VoIP, SIP, networking, and cloud contact center platforms
  • Track record of turning challenging accounts into loyal, referenceable customers

Timeline

Technical Account Manager

Genesys
01.2022 - Current

Contact Center Administrator

DSI Systems
01.2019 - 01.2021

Telecommunications Administrator

Overstock.com
01.2018 - 01.2019

Broadband Technician

Centurylink
01.2015 - 01.2018

Cloud Support Analyst

Genesys
01.2013 - 01.2015

High School Diploma -

Salt Lake Community College

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Elliott Van Otten