Technical Account Manager
Core
Support Five9 clients by creating customized solutions, optimizing platform usage, and ensuring high customer satisfaction through technical consulting and account management.
Role type
Senior Technical Account Manager (Contact Center Domain)
Builds
Customized contact center solutions and operational effectiveness strategies for enterprise clients
Domain
Cloud contact center software, Telephony, VoIP, Contact Center Operations
Deliverable
client delivery
Required skills
Account management, Project management, Technical consulting, Networking protocols (TCP/IP, SIP, OSI), Contact center operations & KPIs, PBX/ACD/CTI/VoIP/IVR knowledge, Technical writing, Troubleshooting
Preferred skills
Workforce management software (NICE, Verint), CRM platforms (Salesforce, Oracle), API/HTML/Java scripting
Technologies
Five9, Cisco, Avaya, Nuance, Wireshark, Salesforce, Oracle Service Cloud, NICE, Verint
Responsibilities
Partner with clients to build trusted advisor relationships and propose platform optimization solutions; Educate and train clients on product administration; Directly support and troubleshoot technical issues; Manage service interruptions and communicate root cause analysis; Keep clients informed of platform changes and maintenance; Provide customer support case oversight; Partner with internal teams for process improvement.
Seniority
Mid-Senior, hands-on IC
