Technical Account Manager - Google CCAI Solutions

Tasks

• Analyze platform stability capacity performance
• Capture and share lessons learned
• Coordinate platform upgrades
• Drive service delivery
• Handle incident escalation
• Lead client relationships
• Lead incident bridge support
• Lead transition to steady state support
• Maintain platform health checks
• Maintain support reference documentation
• Manage contract renewals
• Oversee service request resolution
• Prioritize and assign work for technical resources
• Provide billing inputs for engineering hours
• Run operational status reviews and business reviews
• Support creation of SOWs and change requests
• Support invoicing and run rate tracking
• Track RCA preventive actions
• Validate OM responsibilities vs SOW and RACI

Perks/Benefits

• Global cross-functional collaboration
• Mentorship
• Remote work

Skills/Tech-stack

AI Platform | AWS Connect | Asset Management | Automation Scripting | Business reviews | CCaaS | CXOne | Capacity Planning | Cause analysis | Change Management | Cloud platform | Cloud services | Dialogflow | Five9 | GCP | Genesys | Google Cloud | Google Cloud Platform | Google Contact Center AI | Google Contact Center AI Platform | ITIL | Incident Management | Invoicing | Performance Metrics | Platform Upgrades | Problem Management | RACI | Release Management | Resource Planning | Root Cause Analysis | Root cause | SOW | Security | Service Delivery | Zoom