Technical Account Manager

Overview

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
• Translate client requirements into technical tasks for internal teams.
• Monitor service delivery, analytics, and SLAs.
• Coordinate improvement initiatives with Operations and IT Infrastructure.

Responsibilities

• Client-related updates, incidents, and escalations.
• IT-relevant performance and operational reports.
• Change requests or deployment notes affecting client configurations.
• Feedback or recurring issues from live operations.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3–5+ years of experience in IT support, technical operations, or technical account management.
• Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
• Strong understanding of IT infrastructure, networks, and system performance.
• Ability to translate technical concepts for non-technical stakeholders.
• Excellent communication, client-handling, and escalation-management skills.
• Strong analytical and troubleshooting skills.
• Experience working with SLAs, reporting, and performance monitoring tools.
• Ability to coordinate between cross-functional teams (Ops, IT, Infra).