CCaaS Technical Account Manager

USAN, Inc.

CCaaS Technical Account Manager managing relationships with Amazon Connect customers. Ensuring customer success through technical support, collaboration, and optimization strategies in a hybrid role.

Posted 5/20/2026full-timeNorcross • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the day-to-day technical relationship for a portfolio of Amazon Connect customers, serving as their go-to resource for questions, guidance, and escalations.
Proactively monitor customer environments and partner with internal teams to identify and resolve issues before they impact operations.
Lead regular customer service review meetings to report on platform health, open items, upcoming changes, and improvement opportunities.
Manage customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring USAN meets its commitments on every account.
Act as Incident Manager during high-priority events — coordinating response, communicating status to customers, conducting after-action reviews, and delivering formal Root Cause Analysis (RCA) and Reason for Outage (RFO) reports.
Coordinate change management activities, ensuring all platform changes follow proper approval and communication processes for both USAN and the customer.
Advise customers on Amazon Connect best practices, new feature releases, and optimization strategies that align with their business goals.
Collaborate with USAN's engineering, operations, and professional services teams to scope and deliver customer-requested enhancements and projects.
Create and maintain clear, accurate operations documentation, runbooks, and support playbooks for each assigned customer.
Identify and communicate customer expansion opportunities to the USAN customer success team based on evolving needs.

Requirements

What you’ll need

One of the following: (a) a four-year degree or certificate from a college or technical school, (b) four or more years of related customer-facing technical account management or support experience, or (c) an equivalent combination of education and experience.
3–5 years of experience in a customer-facing technical role, such as Technical Account Manager, Cloud Support Engineer, Solutions Engineer, or Contact Center Operations Manager.
Demonstrated experience supporting or administering Amazon Connect or another cloud-based contact center platform (e.g., Genesys Cloud, Five9, NICE CXone).
Excellent written and verbal communication skills in English.

Benefits

Comp & perks

Competitive compensation program
Outstanding benefits package (including medical, dental, vision and life)
401(k) plan
Excellent holiday/vacation plans
Employee Referral Bonus Program
Annual performance-based bonus
Ongoing training opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Amazon Connectcloud-based contact center platformRoot Cause AnalysisReason for Outagechange managementService Level AgreementsOperational Level Agreementstechnical account managementcustomer supportdocumentation

Soft Skills

communicationcustomer relationship managementproblem-solvingcollaborationleadershipproactive monitoringorganizational skillscustomer serviceadvisory skillsreporting

Certifications

four-year degreetechnical school certificate