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Principal Client Advisory

3 weeks, 4 days ago
Philippines
Full-time
Lead
Technical Account Manager
Customer and Technical Support
Cisco
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 39

Description

  • Oversee support requests, change activities, platform health, performance, stability, and capacity.
  • Coordinate incident and service request resolution across Service Desk, technical, engineering, and vendor teams.
  • Lead high-priority incident escalation, root cause analysis, and corrective action follow-through.
  • Ensure compliance with client policies and ITIL processes covering incident, problem, change, release, security, and asset management.
  • Build trusted client relationships and serve as the primary operational contact and strategic advisor.
  • Create and deliver weekly and monthly service reviews, metrics, status updates, and quarterly business review inputs.
  • Support contract renewals, account expansion, Statements of Work, change requests, RFP responses, billing, and financial reporting.
  • Lead transitions from project implementation to Day 2 support and maintain support documentation and expectations.
  • Drive continuous improvement in delivery processes, tools, service quality, and client experience.
  • Mentor internal resources and coordinate cross-functional communications and delivery activities.

Requirements

  • 6–8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-premises environments.
  • Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies.
  • Strong experience in client relationship management and consulting.
  • Proven ability to manage incident response, change management, and service delivery processes.
  • Solid understanding of ITIL frameworks and operational best practices.
  • Experience with managed services commercial activities, including SOWs, invoicing, renewals, and utilization tracking.
  • Experience mentoring others and managing technical support teams.
  • Strong communication, problem-solving, and stakeholder management skills.
  • Ability to work effectively in a remote, global, and cross-functional environment.

Benefits

  • Remote, telecommute work arrangement based in Manila.
  • Opportunity to work with TTEC Digital’s global managed services practice.
  • Inclusive equal opportunity workplace committed to diversity and belonging.
  • TTEC Great Place To Work 2024–2025 certification.

Interested in this position?

Apply directly on the company website

Apply Now

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