CCaaS - Technical Account Manager - Hybrid - Norcross, GA

USAN•Norcross, GA

2d•Hybrid

About The Position

The CCaaS Technical Account Manager is the primary point of contact and trusted advisor for customers operating contact center environments on Amazon Connect. The role bridges technical delivery and sales, helping customers maximize their Amazon Connect investment while meeting service-level and operational goals. It combines customer relationship management, technical knowledge, project coordination, incident management, and communication. The position is located in Norcross, Georgia, and reports to the Senior Director of Customer Success. Normal business hours apply, with some after-hours availability required for maintenance windows and high-priority incidents. The successful candidate takes ownership of customer accounts, works independently, and prioritizes customer success. The role offers growth paths across USAN’s expanding cloud contact center practice. USAN is a privately held AWS Advanced Tier Partner specializing in Amazon Connect and cloud contact center solutions. It describes its work environment as supportive, flexible, and collaborative, and states its commitment to a diverse and inclusive workplace.

Requirements

Bachelor’s degree, technical certification, or equivalent combination of education and related customer-facing technical support experience.
1–3 years of experience in a customer-facing technical role, such as Technical Account Manager, Cloud Support Engineer, Solutions Engineer, or Contact Center Operations Manager.
Excellent written and verbal communication skills in English.
Deep familiarity with Amazon Connect, including contact flows, queues, routing profiles, real-time and historical reporting, and the Amazon Connect console.
Working knowledge of AWS services commonly used in CCaaS deployments, including Lambda, Lex, DynamoDB, S3, Kinesis, and CloudWatch.
Strong understanding of contact center operations, including ACD, IVR, workforce management concepts, and omnichannel routing.
Ability to explain technical concepts clearly to technical and non-technical audiences.
Ability to manage multiple customer accounts and competing priorities in a fast-paced environment.
Experience with ITSM platforms such as HALOITSM for incident, change, and project management.
Ability to produce reports, presentations, and process documentation using MS Excel, MS PowerPoint, MS Visio, MS Word, and LUCIDChart.
Ability to use or leverage AI tools to improve productivity and quality.
Strong interpersonal skills and ability to build trust and credibility with customer stakeholders at all levels.
Proactive, solutions-oriented mindset with a bias toward action and accountability.
Ability to work independently and take ownership of customer accounts.
Some after-hours availability for maintenance windows and high-priority incidents.

Nice To Haves

Experience supporting or administering Amazon Connect or another cloud-based contact center platform, such as Genesys Cloud, Five9, or NICE CXone.
AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, or an Amazon Connect-specific certification or accreditation.
ITIL Foundations Certification or experience applying ITIL service management principles.
Experience with contact center workforce management, quality management, or analytics tools.
Familiarity with scripting or basic development concepts in AWS integrations, such as Lambda functions and API Gateway.
ServiceNow experience for project, incident, and change management workflows.
Scrum Master or similar Agile certification.

Responsibilities

Own the day-to-day technical relationship for a portfolio of Amazon Connect customers and serve as their resource for questions, guidance, and escalations.
Proactively monitor customer environments and work with internal teams to identify and resolve issues before they affect operations.
Lead regular customer service review meetings covering platform health, open items, upcoming changes, and improvement opportunities.
Manage customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring USAN meets its commitments.
Act as Incident Manager during high-priority events by coordinating response, communicating status to customers, conducting after-action reviews, and delivering Root Cause Analysis (RCA) and Reason for Outage (RFO) reports.
Coordinate change management activities and ensure platform changes follow approval and communication processes for USAN and customers.
Advise customers on Amazon Connect best practices, feature releases, and optimization strategies aligned with business goals.
Collaborate with engineering, operations, and professional services teams to scope and deliver customer-requested enhancements and projects.
Create and maintain customer operations documentation, runbooks, and support playbooks.
Identify customer expansion opportunities and communicate them to the USAN customer success team.