TTEC Digital

Technical Account Manager

TTEC Digital

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona, Colorado, Florida, Illinois, Massachusetts, Minnesota, Missouri, Montana, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, Washington, Wisconsin, Wyoming • 🇺🇸 United States

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Salary

💰 $125,000 - $145,000 per year

Job Level

SeniorLead

Tech Stack

Cloud

About the role

  • Serve as the operational and technical leader for a portfolio of clients within TTEC Digital’s Managed Services practice.
  • Drive service delivery, lead client relationships, and ensure operational excellence across all aspects of the client lifecycle.
  • Lead 2–3 renewal negotiations per client per quarter, including pricing, scope, and terms.
  • 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 and Cisco TAC.
  • Serve as the escalation point for P1/P2 incidents, lead or join incident bridges, and ensure timely, clear updates to clients and internal teams.

Requirements

  • 6–8+ years of technical operations management, preferably in contact center technology (cloud or on-premises).
  • Proven experience in client management and technical consulting.
  • Hands-on experience with contact center technologies (voice/data networks, CTI, ACD, IVR, CRM applications).
  • 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.
Benefits
  • Medical, dental, vision
  • tax-advantaged health care accounts
  • financial and income protection benefits
  • paid time off (PTO) and wellness time off.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical operations managementcontact center technologyvoice networksdata networksCTIACDIVRCRM applicationsITIL processesautomation scripting
Soft skills
client managementtechnical consultingleadershipmentoringrelationship-buildingproblem-solvingcommunicationcross-functional collaborationoperational excellencenegotiation