BA/BS Degree (or equivalent)
Minimum of 3 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting
General knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, WFM, Reporting
Hands-on experience setting up agents and groups, building basic IVR and routing call flows, schedules, reports, etc.
Theoretical and practical knowledge in several of the major computer technology disciplines, i.e. AI/Machine Learning, Network/OS administration, programming, Database administration, etc.
Must possess a strong working knowledge of MS office productivity tools
Experience with escalation and risk management processes and procedures
Ability to manage/resolve conflicts within a multi-cultural environment
Professional oral and written communication skills
Effective presentation skills to all management levels
Demonstrate ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and reporting to the stakeholders
Must have established project management skills and ability to handle several parallel assignments
Demonstrate cultivation of personal accountability

Technical Account Manager

Key skills