Principal Technical Account Manager
Skills
- Advanced technical troubleshooting and analytical problem solving
- Deep knowledge of contact center technologies and telecommunications
- Experience with IP telephony, VoIP, SIP and related protocols
- Strong customer-facing communication skills, verbal and written
- Account management and escalation handling for large enterprise customers
- Familiarity with cloud and SaaS deployment models
- Ability to translate technical issues into business impact and actionable recommendations
Responsibilities
- Serve as the primary technical escalation point for assigned strategic enterprise accounts and resolve the most complex technical issues
- Drive customer success by ensuring product adoption, optimizing deployments, and advising on best practices across contact center and telecommunications technologies
- Act as a trusted advisor to customers, building long-term relationships and expanding product usage
- Coordinate cross-functional teams (support, engineering, product, professional services) to deliver timely solutions and improvements
- Document incidents, root cause analyses, and knowledge base content to improve processes and prevent recurrence
- Provide technical briefings, architecture reviews and proactive health checks for customer environments
- Represent customers as a reference for sales and marketing where appropriate
- Maintain and demonstrate subject-matter expertise in multiple technical domains relevant to customer environments
Education
- Bachelor’s degree in Computer Science, Engineering, Information Technology or related field, or equivalent experience
- Relevant professional certifications are a plus (e.g., CCNA, ITIL)
Benefits
- Competitive compensation and benefits package
- Global, growth-oriented company with strong internal mobility and career development
- Remote work flexibility with a collaborative, high-performing team
- Opportunities for training, certifications and skill development
- Inclusive, equal-opportunity employer
Average salary estimate
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