CCaaS - Technical Account Manager - Hybrid - Norcross, GA

Job Description

Job Description

Salary:

USAN is an innovative cloud contact center solutions provider, a respected community leader, and an all-around great place to work. We promote work-life effectiveness for all our employees by creating a supportive, flexible, and collaborative work environment.

As a CCaaS - Technical Account Manager, you will be the primary point of contact and trusted advisor for customers who run their contact center operations on Amazon Connect. You will bridge the gap between technical delivery and sales making sure customers get the most out of their Amazon Connect investment while meeting their service level and operational goals. This is a relationship first role that requires a mix of technical knowledge, project coordination, and exceptional communication skills.

Roles/Responsibilities

• Own the day-to-day technical relationship for a portfolio of Amazon Connect customers, serving as their go-to resource for questions, guidance, and escalations.
• Proactively monitor customer environments and partner with internal teams to identify and resolve issues before they impact operations.
• Lead regular customer service review meetings to report on 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 on every account.
• Act as Incident Manager during high-priority events coordinating response, communicating status to customers, conducting after-action reviews, and delivering formal Root Cause Analysis (RCA) and Reason for Outage (RFO) reports.
• Coordinate change management activities, ensuring all platform changes follow proper approval and communication processes for both USAN and the customer.
• Advise customers on Amazon Connect best practices, new feature releases, and optimization strategies that align with their business goals.
• Collaborate with USAN's engineering, operations, and professional services teams to scope and deliver customer-requested enhancements and projects.
• Create and maintain clear, accurate operations documentation, runbooks, and support playbooks for each assigned customer.
• Identify and communicate customer expansion opportunities to the USAN customer success team based on evolving needs.

Key Skills

• Deep familiarity with Amazon Connect, including contact flows, queues, routing profiles, real-time and historical reporting, and the Amazon Connect console.
• Working knowledge of supporting 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.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both 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 produce polished reports, presentations, and process documentation using MS Excel, MS PowerPoint, MS Visio, and MS Word, LUCIDChart.
• Ability to use/leverage AI tools to improve productivity and quality.
• Strong interpersonal skills with the ability to build trust and credibility with customer stakeholders at all levels.
• A proactive, solutions-oriented mindset with a bias toward action and accountability.

Required Qualifications

• Bachelors degree, technical certification, or equivalent combination of education and related customer-facing technical support experience.
• 13 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.

Preferred Qualifications

• Demonstrated experience supporting or administering Amazon Connect or another cloud-based contact center platform (e.g., Genesys Cloud, Five9, 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 (e.g., Lambda functions, API Gateway).
• ServiceNow experience for project, incident, and change management workflows.
• Scrum Master or similar Agile certification.

Benefits

• Competitive compensation program
• Outstanding benefits package (including medical, dental, vision and life)
• 401(k) plan
• Excellent holiday/vacation plans
• Employee Referral Bonus Program
• Annual performance-based bonus
• Ongoing training opportunities

Work Environment and Reporting

This position is located in Norcross, GA, and reports to the Senior Director of Customer Success. Normal business hours apply, with some after-hours availability required to support maintenance windows and high-priority incidents. The ideal candidate will be a self-starter who takes ownership of their accounts, works well independently, and consistently puts the customer's success first. Success in this role opens growth paths across USAN's expanding cloud contact center practice.

USAN is committed to a diverse and inclusive workplace. USAN is an equal opportunity employer, and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.

Company Description

United States Advanced Network, In. (USAN) is a privately held corporation based out of Norcross, GA (a suburb of Atlanta, GA). USAN is an AWS Advanced Tier Partner specializing in Amazon Connect, helping organizations design and deploy scalable, AI-driven customer interactions that accelerate time to value and maximize ROI. With over 35 years of deep contact centerexpertise, USAN delivers modern agentic CX solutions and a white-glove approach to optimizing and managing cloud contact center environments through its managed services.

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