Assistant Manager - Technical Account Management (TAM)

About the role

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. The role covers technical onboarding, service delivery, escalations and SLA performance, working closely with Operations, IT and Infrastructure teams to resolve issues and improve continuously.

Key responsibilities

• Serve as the main technical liaison between Ibex and the client.
• Manage onboarding, deployment and ongoing technical performance of contact center technology.
• Build technical relationships with clients and turn their requirements into technical tasks for internal teams.
• Handle escalations, drive issue resolution and coordinate root cause analyses (RCAs).
• Document client requirements, workflows, risks and technical profiles.
• Monitor service delivery, analytics and SLAs, and identify risks early to prevent issues.
• Maintain accurate documentation, client technical profiles and playbooks.
• Coordinate improvement, feature adoption, platform improvement and stability initiatives with Operations and IT Infrastructure.
• Consolidate IT updates, manage client communication and ensure follow-through across teams.

Required profile

• Bachelor's degree in computer science, information technology, engineering or a related field.
• 3-5+ years of experience in IT support, technical operations, technical account management or similar roles.
• Experience in BPO, contact center, SaaS or enterprise IT environments preferred.

Required skills

• Familiarity with SLAs, operational workflows and incident management.
• Understanding of IT infrastructure, networks and system performance.
• Ability to translate technical concepts for non-technical stakeholders.
• Strong analytical and troubleshooting skills, attention to detail in documentation and RCAs.
• Experience with SLAs, reporting and performance monitoring tools.
• Ability to coordinate between cross-functional teams (Ops, IT, Infra).