Technical Account Assistant Manager

About the role

The Technical Account Assistant Manager (TAM) serves as the primary technical liaison between Ibex and its clients, ensuring stable and efficient contact‑center technology operations. The role oversees onboarding, service delivery, escalations and SLA performance while collaborating with Operations, IT and Infrastructure teams.

Key responsibilities

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and ongoing technical performance for contact‑center technology operations.
• Build strong technical relationships with clients and translate client requirements into technical tasks for internal teams.
• Handle technical escalations, drive issue resolution, and coordinate root‑cause analyses with internal teams.
• Document client requirements, workflows, risks, and technical profiles clearly.
• Monitor service delivery, analytics, and SLA performance, identifying risks early and preventing issues through proactive monitoring.
• Maintain accurate documentation, client technical profiles, and playbooks.
• Coordinate improvement initiatives, feature adoption, platform stability, and infrastructure projects with Operations, IT and Infrastructure teams.

Required profile

• Strong understanding of IT infrastructure, networks, and system performance.
• Ability to translate technical concepts for non‑technical stakeholders.
• Customer‑focused mindset with commitment to client stability and satisfaction.
• Critical thinker with ability to anticipate risks and prevent issues.
• Excellent communication, client‑handling, and escalation‑management skills.
• Strong analytical and troubleshooting abilities with attention to detail in documentation and configurations.
• Resilient under pressure, especially during incidents or outages.
• Bachelor’s degree in Computer Science, IT, Engineering or related field and 3–5+ years of experience in IT support, technical operations or technical account management, preferably in BPO, contact‑center or SaaS environments.
• Fluency in spoken and written English and familiarity with SLAs, operational workflows and incident management processes.