The Technical Account Manager (TAM) serves as the critical bridge between Sales, Operations, and Technical during client discovery, onboarding, and implementation lifecycle. This role ensures that technical infrastructure requirements are accurately captured, translated, and designed to meet client expectations before go-live. The TAM owns the technical solutioning of new client accounts — translating business/operational requirements gathered during sales discovery into actionable, BPO-appropriate IT architecture (telephony, workstation/network setup, systems integration, security/compliance, reporting tools, etc.), while working hand-in-hand with Operations to ensure the solution is deliverable and scalable.

Pre-Sales & Discovery Support

• Participate in client discovery calls alongside Sales, Technical, and Ops to identify technical, infrastructure, and systems requirements early in the sales cycle

• Translate client business requirements into a technical requirements document (TRD) that both IT and Ops can act on

Solution Design & Architecture

• Design end-to-end IT infrastructure solutions tailored to BPO delivery models, covering network, telephony/ACD, workstation builds, security, and systems integration

• Ensure solutions align with client SLAs, seat and headcount ramp plans, and forecasted volumes

• Validate technical feasibility and cost implications with IT and Facilities before commitments are finalized with the client

Implementation & Onboarding

• Act as the single point of accountability for technical readiness during client onboarding and transition

• Coordinate across Technical, Sales, Operations, Workforce Management, and Facilities to ensure infrastructure is provisioned on time and meets client specifications

• Conduct pre-go-live technical validation (UAT) to catch gaps before production

• Escalate and resolve infrastructure gaps quickly, minimizing rework and client-facing delays

Post-Implementation & Account Support

• Serve as the ongoing technical point of contact for the client account, supporting change requests, scaling, and system enhancements

• Maintain documentation of the client's technical environment, integrations, and architecture decisions

• Identify recurring infrastructure gaps across accounts and recommend standardized, repeatable solutioning frameworks to prevent future onboarding issues

Cross-Functional Enablement

• Train and guide IT resources on BPO-specific operational context, including shift patterns, seat utilization, compliance needs, and client reporting requirements

• Build and maintain a reusable technical discovery checklist and solution templates for future client onboarding

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field

• At least 5 years of experience in BPO/contact center operations, IT infrastructure, or technical account management, ideally with exposure to both

• Solid understanding of contact center technology stack, including ACD/dialer systems, CRM platforms, WFM tools, telephony (VoIP/SIP), networking basics, and reporting/BI tools

• Working knowledge of BPO operational processes, including seat planning, shift and schedule design, SLA structures, and compliance requirements such as PCI-DSS, HIPAA, or data privacy regulations

• Proven experience translating client and business requirements into technical specifications

• Strong stakeholder management skills, with the ability to communicate effectively across Sales, Ops, IT, and client-side teams

• Prior experience in a client-facing solutions, pre-sales, or implementation role within a BPO/outsourcing environment (preferred)

• Certifications such as ITIL, PMP, or relevant cloud/telephony platform certifications, e.g. AWS, Genesys, Avaya, NICE, Five9 (preferred)

• Experience with client transition/onboarding frameworks and project management methodologies (preferred)

• Strong problem-solving skills and the ability to bridge technical and operational perspectives

• Excellent verbal and written communication skills

Technical Account Manager ( Contact Center )