Principal Client Advisory

📋 Description

• Oversee the management, trending, and analysis of support and change service requests
• Perform ongoing platform health monitoring and system checks to ensure stability, performance, and
• Prioritize and coordinate work for technical resources to ensure timely completion of service
• Drive Change Management cycles and ensure visibility across stakeholders
• Analyze platform performance metrics and implement action plans to address risks or issues
• Coordinate incident and service request resolution from initiation through root cause analysis

🎯 Requirements

• 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud
• Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or
• Strong background in client relationship management and consulting
• Proven ability to manage incident response, change management, and service delivery processes
• Solid understanding of ITIL frameworks and operational best practices
• Experience supporting commercial aspects of managed services, including SOWs, invoicing, and