Technical Manager

5 days ago

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TTEC Digital

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TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. • TTEC Digital is seeking a Technical Operations Manager to join the Managed Services practice. • This is a remote, telecommute role based in Manila. • You will be responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients. • Function as a trusted advisor to our clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion. • Ensure adherence with client regulations/policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.) • Manage internal and external communications regarding the client engagement. • Ensure client satisfaction with Managed Services Offerings and facilitate the transition between project-related activities and Day-2 support. • Participate in the management of the commercial aspects of the managed services engagement, including assisting with the creation of commercial documentation, requirements gathering and determination of effort.

🎯 Requirements

• 6 to 8+ years Technical Operations Management experience, preferred with contact center technology experience, cloud or on-prem solutions. • Client management experience • Strong consulting skills • Experience with direct management or delivery of Contact Center technology including voice and / or data network management and operations, computer telephony integration, ACD and IVR applications, and Customer Relationship Management applications. • Demonstrated ability to mentor others and manage technical support teams.