Technical Account Manager (Cloud Contact Center/AI)

TL;DR

Technical Account Manager (Cloud Contact Center/AI): Providing advanced technical expertise and strategic guidance to enterprise customers, ensuring platform adoption and measurable business outcomes with an accent on proactively managing risk, resolving complex technical issues, and advocating for customer needs. Focus on translating business objectives into technical use cases and optimizing platform performance.

Location: Hybrid in Sao Paulo, Brazil

Company

hirify.global empowers organizations to improve loyalty and business outcomes through its AI-powered Experience Orchestration platform, serving over 8,000 organizations worldwide.

What you will do

• Serve as a trusted technical advisor on hirify.global platform architecture, configuration, and best practices.
• Partner with global teams to resolve complex technical issues aligned with customer priorities.
• Build and maintain strong relationships with customer stakeholders at technical, operational, and executive levels.
• Advocate for customer needs in internal discussions related to product roadmap and feature prioritization.
• Monitor usage trends and platform performance to provide proactive optimization recommendations.
• Manage at-risk customer situations by coordinating cross-functional action plans.

Requirements

• Minimum of 4 years of experience in Technical Account Management, Customer Success, Contact Center Operations, or Solutions Consulting.
• Strong expertise in cloud contact center technologies, including IP Telephony, IVR, Routing, Workforce Management, and Analytics.
• Broad understanding of modern computer technologies such as AI, networking, APIs, and programming concepts.
• Proficiency in escalation management and risk mitigation.
• Excellent communication skills, including the ability to present complex technical concepts to executive audiences.
• Fluent Portuguese, with advanced to fluent English and Spanish required for global customer engagement and collaboration.

Nice to have

• Python scripting experience.

Culture & Benefits

• Independence to make a larger impact on the company and take ownership of your work.
• Collaborative mindset aligned with hirify.global values of empathy, teamwork, and innovation.
• Focus on continuous improvement and delivering exceptional customer experiences.
• Opportunity to work in a global, cross-functional environment.
• Generous benefits and perks.