Technical Account Manager, Managed Services CCaaS

About TCS Total Communication Solutions (TCS) is a Zoom Platinum Partner that designs, deploys and supports Zoom Phone, Zoom Contact Center (ZCC) and Zoom Virtual Agent (ZVA) for organizations of every size. Our Managed Services practice keeps those platforms running, tuned and improving long after go-live, so customers get a partner that owns outcomes, not just tickets. Role Summary The Technical Account Manager (TAM) is the named technical owner for a portfolio of Managed Services customers running Zoom Contact Center and Zoom Virtual Agent. You will be the customer's trusted advisor and first escalation point, combining hands-on platform administration with proactive optimization, service reporting and account growth. You will work closely with TCS Professional Services, Support, Sales and Zoom partner teams to make sure every customer's contact center performs well, their virtual agent resolves more contacts over time, and their service commitments are met every month. Key Responsibilities Account ownership and advisory • Serve as the single technical point of contact for assigned Managed Services customers. • Build relationships with contact center leaders, IT owners and executive sponsors. • Lead monthly service reviews and Quarterly Business Reviews (QBRs) covering platform health, KPIs and a forward roadmap. • Maintain an account plan for each customer with goals, risks and planned improvements. Zoom Contact Center administration and optimization • Read, document and troubleshoot customer call flows end to end, from inbound entry points through IVR, queues, routing logic, overflow and after hours handling. • Advise customers on routing decisions, including skills based, priority and data driven routing, queue design and overflow strategy, and explain the trade-offs for service level and customer experience. • Manage and change ZCC configuration: queues, routing and flows, skills, dispositions, business hours, IVR menus and agent and supervisor settings. • Monitor contact center performance (service level, average speed of answer, abandonment, handle time) and recommend improvements. • Support integrations with CRM and ticketing platforms such as Salesforce, ServiceNow, Zendesk and Microsoft Dynamics. • Advise on Workforce Management, Quality Management and reporting features as customers mature. Zoom Virtual Agent management • Own ongoing ZVA tuning: intents, knowledge base content, conversation flows and handoff to live agents. • Evaluate AI call deflection on a regular cadence: measure containment, deflection and escalation rates, and confirm that deflected contacts were truly resolved rather than abandoned. • Adjust deflection strategy to each customer's requirements, deciding which contact types the virtual agent should handle, when it should hand off to a live agent, and how aggressive containment targets should be. • Review transcripts and analytics to raise containment and resolution rates and reduce failed or misrouted conversations. • Plan and deliver new ZVA use cases with customers, from requirements through testing and release. Service delivery and operations • Run change management for customer environments: intake, impact assessment, scheduling, testing and documentation. • Coordinate incident response for Priority 1 and 2 issues, manage escalations with Zoom support, and lead root cause reviews. • Track and report on Service Level Agreement (SLA) performance, ticket trends and recurring issues. • Keep customer runbooks, architecture diagrams and configuration records current. Growth and retention • Identify expansion opportunities (additional seats, ZVA use cases, WFM or QM, Platinum Support, new integrations) and partner with Sales to pursue them. • Protect renewals by spotting adoption gaps and satisfaction risks early. • Feed customer needs back to TCS service leadership to shape the Managed Services offering. Required Qualifications • 5+ years in contact center technology, unified communications or a customer-facing technical role (TAM, solutions engineer, senior support engineer or implementation consultant). • 2+ years hands-on administration of a cloud contact center platform (Zoom Contact Center, Five9, Genesys Cloud, NICE CXone, Amazon Connect or similar). • Proven ability to read and design call flows and to recommend routing strategies based on customer goals and contact center data. • Working knowledge of conversational AI or virtual agent platforms, including intent design, knowledge bases, live agent handoff and measuring call deflection. • Solid understanding of contact center operations and metrics: routing strategy, service level, abandonment, handle time and first contact resolution. • Familiarity with SIP, voice quality concepts, networking basics and SSO or identity integration. • Experience working within ITIL style incident, problem and change processes and meeting SLAs. • Clear written and verbal communication, including presenting to customer executives. • Ability to manage several customer accounts at once and prioritize under pressure. Preferred Qualifications • Zoom certifications, such as Zoom Contact Center and Zoom Phone partner or technical certifications. • Direct experience tuning Zoom Virtual Agent or a comparable AI agent in production. • Experience with Zoom Workforce Management, Zoom Quality Management and Zoom Phone. • CRM integration experience, especially Salesforce or ServiceNow, and comfort with APIs, webhooks and basic scripting. • ITIL Foundation certification. • Prior work in a managed services provider (MSP) or Zoom partner environment. • Bachelor's degree in Information Technology, Computer Science or a related field, or equivalent experience. How Success Is Measured • Customer retention: Managed Services renewals across your portfolio. • Customer satisfaction: CSAT or NPS from service reviews and QBRs. • SLA attainment: response and resolution targets met each month. • ZVA performance: quarter over quarter gains in containment and resolution rates. • Change quality: changes delivered on schedule without customer impacting incidents. • Account growth: expansion revenue sourced or influenced with Sales.