Job Description
The Technical Account Manager (TAM) is the primary technical point of contact between Ibex and the client, ensuring stable and efficient contact center technology operations. This role manages technical onboarding, service delivery, escalations, and SLA performance while coordinating closely with Operations, IT, and Infrastructure teams to drive issue resolution and continuous improvement.
Responsibilities
- Serve as the primary technical liaison between Ibex and the client.
- Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
- Build strong technical relationships with clients and translate client requirements into technical tasks for internal teams.
- Handle technical escalations, drive issue resolution, and coordinate RCAs with internal teams.
- Document client requirements, workflows, risks, and technical profiles clearly.
- Monitor service delivery, analytics, and SL...