Senior Technical Account Manager - Cloud Contact Center Solutions & IT Infrastructure Expertise

Unlock a Rewarding Career with Senture, a Teleperformance Company

Join the ranks of a global, digital business services company that's revolutionizing the way the world's top brands operate. At Teleperformance, we're committed to harnessing the power of technology to drive meaningful and sustainable business outcomes. As a Senior Technical Account Manager at Senture, a Teleperformance company, you'll be at the forefront of delivering exceptional customer experiences and driving technical excellence in the cloud contact center solutions and IT infrastructure space.

About Us

Teleperformance is a global leader in digital business services, with a presence in over 300 languages and a workforce of more than 410,000 passionate individuals. Our scale, local presence, and commitment to being a force for good enable us to make a positive impact on our communities, clients, and the environment. As a Senture team member, you'll be part of a dynamic organization that's dedicated to delivering cutting-edge solutions and services to our clients.

Job Overview

We're seeking an experienced Senior Technical Account Manager to lead the technical relationship between our clients' IT departments and Senture. As a trusted advisor, you'll work closely with key business and technical stakeholders to understand their goals, priorities, and pain points. Your mission will be to deliver tailored solutions, drive technical innovation, and ensure seamless execution to exceed customer expectations.

Key Responsibilities

• Develop and maintain strong relationships with key business and IT partners, becoming an authority on their implementation and technical requirements.
• Partner with the account team to strategize, orchestrate, and execute activities tailored to each customer's needs, driving business outcomes and technical excellence.
• Provide proactive communications in the event of service degradation or disruption, ensuring timely and effective issue resolution.
• Lead Technical Health Reviews, providing relevant technical recommendations on solutions and enhancements specific to customers' business needs.
• Forewarn customers of technology changes or potential disruptions to their service, advising on mitigation strategies and ensuring business continuity.
• Drive value realization by increasing adoption, optimizing technology, managing complexity, and evangelizing best practices.
• Develop and maintain an IT Roadmap, outlining Teleperformance's future state of solutions and services with detailed milestones.
• Oversee all technical aspects of client projects, including technology health, and ensure successful project delivery.
• Gain a thorough understanding of clients' IT environments and initiatives, setting deadlines, assigning responsibilities, and monitoring progress.
• Prepare reports for upper management regarding client status and project progress, providing insights and recommendations for improvement.
• Drive overall client satisfaction, relying on experience and judgment to plan and accomplish goals.
• Perform other related duties and assignments as required, demonstrating flexibility and a willingness to adapt to changing priorities.

Essential Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 3-5 years of experience in the IT side of the Call Center industry, with a focus on cloud contact center solutions and IT infrastructure.
• Prior experience as a Technical Account Manager or other technical customer-facing role, with a proven track record of delivering exceptional customer experiences.
• Excellent customer service and communication skills, both verbal and written, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong organizational skills, with the ability to multi-task and work under stress to meet deadlines.
• Exposure to data-centric environments, with experience in reporting, data aggregation, and analysis.
• Proficiency in Microsoft Office Applications, with the ability to create engaging presentations and reports.
• Ability to travel (less than 15% of the time) and work Monday through Friday primarily between the hours of 8am to 5pm (MST), with flexibility to accommodate after-hour projects and on-call work when needed.
• US Citizenship required, with the ability to obtain and maintain required federal government clearances.

Preferred Qualifications

• IT Project Management background (PMP/Scrum/Agile), with experience in managing complex technical projects.
• Technical background in call center technologies, including IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment.
• Incident Management and technical troubleshooting experience, with the ability to resolve complex technical issues.
• Experience with CCaaS implementation and post-sales support, with a deep understanding of cloud contact center solutions.
• BPO/MSP experience, with a proven track record of delivering exceptional customer experiences in a business process outsourcing or managed services environment.

What We Offer

At Senture, we're committed to providing a workplace that's conducive to happiness and a healthy work-life balance. As a team member, you'll enjoy:

• Paid Training and development opportunities to help you grow in your career.
• Competitive Wages and benefits, including Medical, Dental, Vision, 401k, and more.
• Paid Time Off and holidays, allowing you to recharge and spend time with loved ones.
• Employee engagement programs, designed to foster a sense of community and connection.
• A culture of inclusion and diversity, where everyone feels welcome and valued.

Join Our Team

If you're a motivated and experienced technical professional looking for a new challenge, we want to hear from you. As a Senior Technical Account Manager at Senture, you'll be part of a dynamic team that's shaping the future of cloud contact center solutions and IT infrastructure. Apply now and take the first step towards a rewarding career with a global leader in digital business services.

Teleperformance and Senture are Equal Opportunity Employers, committed to creating a workplace that's inclusive and diverse. We welcome applications from candidates of all backgrounds and perspectives.

Ready to Take the Next Step?

This is a low-stress role with great rewards. If you're reliable, willing to learn, and passionate about delivering exceptional customer experiences, we want you to join our team. Apply now and start your journey towards a fulfilling career with Senture, a Teleperformance company.