Technical Support Account Manager

Job Summary

A company is looking for a Technical Support Account Manager - CCaaS.

Key Responsibilities

• Serve as the technical voice of the customer and advocate for client needs during product issue escalations
• Monitor resolution times for customer support cases and ensure adherence to SLAs
• Collaborate with account teams and attend calls for escalated issues to ensure optimal service delivery

Required Qualifications

• Experience deploying Voice and Non-Voice Contact center applications such as Genesys Engage, Amazon Connect, etc
• Good knowledge of voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, and WebRTC
• At least two years of experience with telecom, call center integration, and VoIP
• 3+ years of experience in software support and account management
• Bachelor's degree required or equivalent combination of experience and training