Technical Account Manager – Client Liaison for Contact Center Solutions

About the role

The Technical Account Manager will act as the main technical bridge between Ibex and its clients, ensuring smooth onboarding, deployment, and ongoing performance of contact‑center technology. This role combines client‑facing communication with deep technical oversight to drive service excellence.

Key responsibilities

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and continuous technical performance for contact‑center technology operations.
• Translate client requirements into actionable technical tasks for internal teams.
• Monitor service delivery, analytics, and SLA compliance.
• Coordinate improvement initiatives with Operations, IT Infrastructure, and other cross‑functional teams.
• Handle client‑related updates, incidents, escalations, and configuration change requests.
• Produce IT‑relevant performance and operational reports.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 3‑5+ years of experience in IT support, technical operations, or technical account management.
• Experience in BPO, contact‑center, SaaS, or enterprise IT environments is preferred.
• Strong understanding of IT infrastructure, networks, and system performance.
• Excellent communication skills with the ability to explain technical concepts to non‑technical stakeholders.
• Proven analytical, troubleshooting, and escalation‑management abilities.

Required skills

• IT infrastructure knowledge
• Network performance monitoring
• SLA management and reporting
• Performance analytics tools