Technical Account Manager
Posted Updated 3
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Summary
Technical Project Manager leading end-to-end UCaaS/CCaaS implementations (Zoom Phone, Zoom Contact Center) for mid-market and enterprise customers: managing timelines and stakeholders, configuring telephony and contact centre platforms (SIP, PSTN, IVR, routing), and driving go-lives. 100% remote, night shift.
Our client is seeking an experienced Technical Account Manager (TAM) to manage a portfolio of customers, providing technical expertise, ongoing support and strategic guidance across cloud-based contact center and AI solutions.
You'll serve as a trusted technical advisor, combining hands-on platform management, troubleshooting and service optimization to ensure strong customer outcomes. The role involves collaborating with technical and commercial teams to improve service delivery, strengthen customer relationships and support account growth.
Key Responsibilities
Technical Account Management
- Serve as the primary technical contact and escalation point for assigned customers.
- Build relationships with technical stakeholders and senior decision-makers.
- Lead monthly service reviews and quarterly business reviews (QBRs), covering performance, KPIs and improvement plans.
Contact Center & AI Platform Management
- Administer and optimize Zoom Contact Center, including IVR, call flows, queues, routing and agent configurations.
- Troubleshoot complex call flows and recommend improvements to routing strategies and customer experience.
- Manage Zoom Virtual Agent configurations, including intents, knowledge bases, conversation flows and live-agent handoffs.
- Monitor AI containment, call deflection and resolution rates to improve automation effectiveness.
- Support integrations with CRM and ticketing platforms, including Salesforce, ServiceNow and Zendesk.
Service Delivery & Account Growth
- Coordinate technical incidents, escalations, change requests and root cause investigations.
- Monitor SLA performance, service metrics and recurring technical issues.
- Maintain technical documentation, configuration records and customer account plans.
- Identify opportunities for additional services, platform improvements and account expansion.
Required Qualifications
- 5+ years of experience in contact center technology, unified communications or customer-facing technical roles.
- 2+ years of hands-on experience administering cloud contact center platforms such as Zoom Contact Center, Genesys Cloud, Five9, NICE CXone or Amazon Connect.
- Strong knowledge of call flows, IVR, queue management, routing strategies and contact center performance metrics.
- Working knowledge of conversational AI or virtual agent platforms, including intent management, knowledge bases and call deflection.
- Familiarity with SIP, voice technologies, basic networking and identity integrations.
- Experience managing technical incidents, change processes and SLAs.
- Strong communication, stakeholder management and customer-facing presentation skills.
Preferred Qualifications
- Zoom Contact Center, Zoom Phone or related technical certifications.
- Hands-on experience with Zoom Virtual Agent or similar AI automation platforms.
- Experience with workforce management, quality management and CRM integrations.
- Familiarity with APIs, webhooks, scripting and ITIL processes.
- Previous experience with a managed services provider (MSP) or communications technology partner.
Work Setup
- 100% remote
- Night shift