Assistant Manager, (Technical Account Management TAM)

Overview

The Technical Account Manager (TAM) is the primary technical point of contact between Ibex and the client, ensuring stable and efficient contact center technology operations. This role manages technical onboarding, service delivery, escalations, and SLA performance while coordinating closely with Operations, IT, and Infrastructure teams to drive issue resolution and continuous improvement.

• 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 servi...