Principal Client Advisory (Managed Services)

TL;DR

Principal Client Advisory (Managed Services): Serving as the operational and technical lead for a portfolio of managed services clients with an accent on service delivery and platform operations. Focus on managing the full client lifecycle, driving incident and change management, and optimizing CCaaS platform performance.

Location: Remote, must be based in Manila, Philippines

Company

hirify.global is a pioneer in engagement and growth solutions focused on fueling exceptional customer experience (CX) through managed services and technology.

What you will do

• Lead operational and technical delivery for a portfolio of managed services clients, serving as a trusted advisor.
• Oversee platform health monitoring, system checks, and Change Management cycles to ensure stability and performance.
• Coordinate incident resolution for high-priority (P1/P2) issues and drive comprehensive root cause analysis (RCA).
• Manage client relationships through regular operational status reviews, service metrics, and quarterly business reviews.
• Support commercial activities including the development of SOWs, contract renewals, and accurate invoicing.
• Facilitate the transition of clients from project implementation to ongoing Day 2 support operations.

Requirements

• 6 to 8+ years of experience in Technical Operations Management, ideally within contact center environments.
• Hands-on experience with CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, or AWS Connect.
• Solid understanding of ITIL frameworks and operational best practices.
• Proven ability to manage incident response and technical support teams.
• Must be based in Manila, Philippines.

Culture & Benefits

• Certified as a Great Place To Work 2024-2025 based on employee experience.
• Flexible remote, telecommute work arrangement.
• Opportunity to work in a global, cross-functional environment.
• Commitment to a diverse and inclusive workforce.