Technical Account Manager - Google CCAI Solutions

Tasks

• Analyze platform stability capacity performance
• Compile LOE estimates and resource plans
• Coordinate maintenance windows
• Coordinate service request resolution
• Create and manage billing inputs
• Drive service delivery
• Ensure ITIL process adherence
• Integrate feedback to improve delivery methods
• Lead client relationships
• Lead client transition to steady state support
• Lead incident bridge support
• Maintain support documentation
• Manage contract renewals
• Manage incident escalation
• Organize operational status reviews
• Oversee support and change requests
• Plan and execute platform upgrades
• Prioritize technical resource work
• Provide account status updates
• Support SOWs and change requests
• Track RCA preventive actions
• Track project run rates hours utilization
• Validate OM responsibilities to SOW RACI

Perks/Benefits

• Continuous improvement culture
• Global cross-functional environment
• Remote work option

Skills/Tech-stack

AI Platform | AWS Connect | Asset Management | Automation Scripting | Billing | CCaaS | Capacity Planning | Cause analysis | Change Management | Cloud Computing | Contract Management | Dialogflow | Five9 | Genesys | Google Cloud | Google Cloud Contact Center | Google Cloud Contact Center AI | Google Cloud Contact Center AI Platform | ITIL | Incident Management | Maintenance Windows | NICE CXone | Performance Tuning | Problem Management | RACI | Release Management | Resource Planning | Root Cause Analysis | Root cause | Security Management | Statement of Work | Time Reporting | Zoom CC