Technical Operations Manager (Contact Center)

TL;DR

Technical Operations Manager (Contact Center): Managing platforms, operational relationships, and support for managed operations clients with an accent on ITIL processes and client satisfaction. Focus on coordinating incident resolution, managing change cycles, and driving account expansion.

Location: Remote, must be based in the US

Company

hirify.global provides Managed Services, specializing in the support and operation of complex technical platforms for corporate clients.

What you will do

• Manage platform operations, including trending and analysis of support and change service requests.
• Own Change Management cycles and coordinate incident resolution from initiation to root cause analysis.
• Lead regular client operational status reviews and act as a trusted advisor to stakeholders.
• Handle commercial aspects of engagements, including creating SOWs, Change Requests, and RFP responses.
• Manage the transition of support activities from project-related phases to Day-2 support.
• Ensure strict adherence to client regulations and ITIL processes (Incident, Problem, Change, and Release Management).

Requirements

• 2–4+ years of Technical Operations Management experience, preferably in contact center environments.
• Experience supporting cloud or on-premises technologies.
• Hands-on experience with Contact Center technologies such as CTI, ACD, IVR platforms, and CRM systems.
• Proven capabilities in client relationship building, expectation setting, and issue resolution.
• Must be based in the US.

Nice to have

• Foundational project management experience, including task planning, timelines, and cross-functional coordination.