Serve as the operational and technical leader for a portfolio of clients within TTEC Digital’s Managed Services practice.
Drive service delivery and lead client relationships.
Ensure operational excellence across all aspects of the client lifecycle.
Be pivotal in contract renewals, incident management, platform upgrades, and continuous improvement.
Collaborate cross-functionally.
Conduct daily system and landing-zone checks, maintain knowledge bases, and drive automation scripting to ensure platform health and client satisfaction.
Plan and execute platform upgrades, schedule maintenance windows, and coordinate with Level 2 engineers.
Serve as the escalation point for P1/P2 incidents and ensure timely updates to clients and internal teams.
Track and implement preventive actions from root cause analyses, ensuring knowledge transfer and checklist completion.
Ensure strict adherence to client regulations and policies.

6–8+ years of technical operations management, preferably in CCaaS solutions including cloud services, GCP preferred and AI solutions, preferably with Google Cloud Contact Center AI Platform or Dialogflow
Proven experience in client management and CX technical consulting.
Hands-on experience with CCaaS technologies (NiCE CXone, Genesys, Five9, AWS Connect, Zoom CC, etc.)
Demonstrated ability to lead, mentor, and develop technical support teams.
Strong understanding of ITIL processes and best practices.
Experience managing commercial aspects of service delivery, including SOWs, invoicing, and resource planning.
Excellent communication, relationship-building, and problem-solving skills.
Ability to work effectively in a remote, global, and cross-functional environment.

TTEC Digital has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
Equal opportunity employer.
Committed to expanding diverse and inclusive workforce.

Technical Account Manager – CCAI Solutions

Key skills