Technical Account Manager - Hybrid - Norcross, GA

USAN•Norcross, GA

1d•Hybrid

About The Position

As a CCaaS Technical Account Manager, you will be the primary point of contact and trusted advisor for customers operating their contact centers on Amazon Connect. You will bridge technical delivery and sales to help customers maximize their Amazon Connect investment and meet service-level and operational goals. The role combines technical knowledge, project coordination, and strong communication, with an emphasis on building customer relationships and taking ownership of assigned accounts. 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 role offers growth paths across USAN’s expanding cloud contact center practice.

Requirements

Bachelor’s degree, technical certification, or an 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.
Proven 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 create 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.
Self-starter who takes ownership, works well independently, and puts customer success first.
Some after-hours availability is required for maintenance windows and high-priority incidents.

Nice To Haves

Demonstrated experience supporting or administering Amazon Connect or another cloud 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 the context of AWS integrations, such as Lambda functions and API Gateway.
ServiceNow experience with 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 partner 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 SLAs and OLAs, ensuring USAN meets its commitments.
Act as Incident Manager during high-priority events by coordinating responses, communicating status to customers, conducting after-action reviews, and delivering formal RCA and RFO reports.
Coordinate change-management activities and ensure platform changes follow appropriate approval and communication processes for USAN and customers.
Advise customers on Amazon Connect best practices, feature releases, and optimization strategies aligned with their business goals.
Collaborate with engineering, operations, and professional services teams to scope and deliver customer-requested enhancements and projects.
Create and maintain operations documentation, runbooks, and support playbooks for assigned customers.
Identify and communicate customer expansion opportunities to the customer success team based on evolving customer needs.