Principal Client Advisory
Core
Operational and technical lead for a portfolio of managed services clients, driving service delivery, platform operations, and client relationship management.
Role type
Principal Client Advisory (Senior IC)
Builds
Managed services client engagements (CCaaS platforms)
Domain
BPO / Contact Center / Managed Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical Operations Management, CCaaS platform expertise, Client Relationship Management, Incident Management, Change Management, ITIL frameworks, Commercial/Account Management, Team Mentoring
Preferred skills
Experience with Genesys, Five9, Cisco, NICE CXone, AWS Connect
Technologies
Genesys, Five9, Cisco, NICE CXone, AWS Connect
Responsibilities
Oversee platform health monitoring and system checks; Lead regular operational status reviews and business review meetings; Coordinate incident and service request resolution; Support contract renewals and SOW development; Mentor internal resources to ensure high delivery standards.
Seniority
Principal, hands-on IC with strategic advisory
