Technical Account Manager - Google CCAI Solutions

Tasks

• Analyze platform stability capacity performance
• Assign work for technical resources
• Conduct operational status reviews
• Coordinate platform upgrades
• Create SOWs and change requests
• Develop automation scripts
• Drive service delivery
• Ensure ITIL process adherence
• Lead client relationships
• Lead client transition to steady state support
• Lead incident bridges
• Maintain knowledge base
• Maintain support documentation
• Manage contract renewals
• Perform system health checks
• Provide account status updates
• Provide billing inputs
• Support incident escalations
• Support invoicing and resource planning
• Track RCA preventive actions
• Validate SOW RACI responsibilities

Perks/Benefits

• N/A

Skills/Tech-stack

AI Platform | AWS Connect | Automation Scripting | Billing | CCaaS | Capacity Planning | Cause analysis | Change Management | Cloud platform | Contact center | Contract Management | Customer Experience | Dialogflow | Five9 | GCP | Genesys | Google Cloud | Google Cloud Contact Center | Google Cloud Contact Center AI | Google Cloud Contact Center AI Platform | Google Cloud Platform | ITIL | Incident Management | NICE CXone | Performance Monitoring | Problem Management | RACI | Release Management | Root Cause Analysis | Root cause | Statement of Work | Zoom Contact Center