Manage the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients
Function as a trusted advisor to clients
Oversee managed technical operations, build and maintain client relationships, and ensure client satisfaction
Mitigate risks and lead managed technical operations account expansion
Assure adherence with client regulations/policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.)
Manage internal and external communications regarding client engagement
Ensure client satisfaction with Managed Services Offerings
Facilitate transition between project-related activities and Day-2 support
Participate in management of commercial aspects of the managed services engagement, including creation of commercial documentation and requirements gathering

2–4+ years of Technical Operations Management experience, ideally within contact center environments supporting cloud or on‑premises technologies
Proven client management capabilities, including relationship building, expectation setting, and issue resolution
Hands‑on experience delivering or managing Contact Center technologies, such as:
Voice and data network operations
Computer Telephony Integration (CTI)
ACD and IVR platforms
CRM systems and related integrations
Advanced organizational and coordination skills, with the ability to manage multiple operational priorities in a fast‑paced environment
Nice to have: foundational project management experience (task planning, timelines, cross‑functional coordination)

Technical Operations Manager

Key skills