TTEC Digital - Technical Account Manager
Requirements
• Serve as the primary post-sales point of contact, building trusted relationships across technical and operational stakeholders. • Ensure clients effectively adopt and gain value from Amazon Connect and related AWS capabilities through proactive guidance, insights, and recommendations. • Oversee technical execution across incidents, enhancements, change requests, release coordination, and environment stability. • Monitor platform usage, performance trends, and health indicators; provide forward-looking recommendations that improve reliability and business outcomes. • Maintain clear communication of risks, action plans, and technical decisions while coordinating with engineering, developers, and cloud support teams. • Support renewal readiness and long-term planning by keeping environments optimized, documented, and aligned to the client’s roadmap. • Experience in Technical Account Management, Technical Program Management, Solutions Consulting, or similar roles supporting cloud contact center platforms. • Working knowledge of Amazon Connect, AWS services, telephony/IVR, cloud operations, and modern CX architectures. • Ability to translate client goals into actionable technical plans and lead cross-functional execution. • Strong communication, stakeholder management, and executive-level summarization skills. • Familiarity with Jira, ServiceNow, Microsoft Dynamics, or similar workflow/ITSM tools.
Responsibilities
• Serve as the primary post-sales point of contact, building trusted relationships across technical and operational stakeholders. • Ensure clients effectively adopt and gain value from Amazon Connect and related AWS capabilities through proactive guidance, insights, and recommendations. • Oversee technical execution across incidents, enhancements, change requests, release coordination, and environment stability. • Monitor platform usage, performance trends, and health indicators; provide forward-looking recommendations that improve reliability and business outcomes. • Maintain clear communication of risks, action plans, and technical decisions while coordinating with engineering, developers, and cloud support teams. • Support renewal readiness and long-term planning by keeping environments optimized, documented, and aligned to the client’s roadmap. • Working knowledge of Amazon Connect, AWS services, telephony/IVR, cloud operations, and modern CX architectures. • Ability to translate client goals into actionable technical plans and lead cross-functional execution. • Strong communication, stakeholder management, and executive-level summarization skills. • Familiarity with Jira, ServiceNow, Microsoft Dynamics, or similar workflow/ITSM tools.
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