Job Description

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
• Builds strong technical relationships with clients and translates client requirements into technical tasks for internal teams.
• Handles technical escalations, drives issue resolution, and coordinates RCAs with internal teams.
• Documents client requirements, workflows, risks, and technical profiles clearly.
• Monitor service delivery, analytics, and SLAs.
• Identifies risks early and prevents issues through proactive monitoring
• Maintains accurate documentation, client technical profiles, and playbooks
• Coordinate improvement initiatives, feature adoption, platform improvement and Stability initiatives with Operations and IT Infrastructure.

Responsibilities

• • Strong understanding of IT infrastructure, networks, and system performance.
  • Ability to translate technical concepts for non-technical stakeholders.
  • Customer-focused mindset with a commitment to client stability and satisfaction.
  • Critical thinker with the ability to anticipate risks and prevent issues.
  • Excellent communication, client-handling, and escalation-management skills.
  • Strong analytical and troubleshooting skills.
  • Attention to detail in documentation, RCAs, and configurations
  • Resilient under pressure, especially during incidents or outages
  • Experience working with SLAs, reporting, and performance monitoring tools.
  • Ability to coordinate between cross-functional teams (Ops, IT, Infra).

  The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams

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 or similar roles.
• Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
• Familiarity with SLAs, operational workflows, and incident management processes.