Remote job
Technical Account Manager
Job details
About this role
Role overview
Serve as the primary technical partner for a focused portfolio of strategic banking and credit union clients running on an AI-powered customer interaction platform. You'll collaborate with Customer Success and Solutions Architecture teammates to drive platform adoption, troubleshoot complex integrations, and shape product improvements. The role is distributed across the U.S. and Canada, working across voice, digital, and mobile channels.
Responsibilities
- Drive platform adoption and growth by partnering with the broader account team across 4 to 7 strategic accounts - Lead complex technical troubleshooting and provide proactive guidance across customer integrations - Monitor integrations and security configurations, implementing risk detection and resolution - Design configuration and routing strategies that improve operational performance - Analyze performance metrics and identify expansion opportunities within customer roadmaps - Gather client feedback and channel it into product improvement initiatives
Requirements
- 5+ years in a client-facing technical role such as technical account management, consulting, or solutions architecture - Strong understanding of software and front-end development concepts - Hands-on familiarity with web technologies such as REST APIs, WebRTC, and WebSockets - Exposure to SIP, media streaming, and mobile development across Swift, Java, or Kotlin - Excellent written and verbal communication, including the ability to explain technical ideas to non-technical executives - Bachelor's degree in a relevant field
Nice to have
- Experience with Contact Center as a Service (CCaaS) platforms and SIP
Benefits and work setup
Competitive salary and stock options. Professional development support covering trainings, courses, conferences, and books. Sports compensation and reimbursement for therapy or counseling sessions. Team events including annual awards, internal hackathons, and a range of social gatherings. The team represents 25 countries and the employer is an equal opportunity employer.