Principal Client Advisory (CCaaS)

Location: Remote, based in Manila, Philippines

Company

hirify.global provides managed services for client platforms and technology environments.

What you will do

• Lead operational and technical service delivery for a portfolio of managed-services clients.
• Oversee platform health monitoring, support requests, changes, service metrics, and capacity analysis.
• Coordinate incident resolution across service desk, Level II/III, engineering teams, and third-party vendors, including P1/P2 escalations and root cause analysis.
• Build client relationships, lead operational and business reviews, and communicate service performance and improvement plans.
• Support renewals, Statements of Work, change requests, invoicing inputs, requirements gathering, and resource planning.
• Lead transitions from project implementation to Day 2 support and drive continuous improvement in delivery processes and client experience.

Requirements

• 6–8+ years of experience in Technical Operations Management, preferably in contact-center cloud or on-premises environments.
• Experience with CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies.
• Experience in client relationship management, consulting, incident response, change management, and service delivery.
• Solid understanding of ITIL frameworks and operational best practices.
• Experience with managed-services commercial activities, including Statements of Work, invoicing, and contract renewals.
• Strong communication, problem-solving, stakeholder-management, mentoring, and technical support team management skills.

Culture & Benefits

• Remote, telecommute work in a global and cross-functional environment.
• Collaboration with client stakeholders, account management, delivery teams, engineering teams, and vendors.
• Opportunity to mentor internal resources and contribute to service and customer-experience improvements.