Welcome to TTEC – Where Technology Meets Human Connection
At TTEC, we believe that technology is most powerful when it amplifies the human experience. Since 1982, we have partnered with world‑leading brands to create memorable, profitable, and emotionally resonant customer interactions across every channel—phone, chat, text, video, and social. Our mission is simple yet profound: bring smiles to customers and the teams that serve them. As a Senior Account Manager – Remote, you will be at the forefront of this mission, blending deep technical expertise with strategic account stewardship to deliver unparalleled outcomes for our clients.
Why Join TTEC?
Choosing TTEC means becoming part of a vibrant, award‑winning organization that invests in your personal and professional growth. From robust learning platforms to a culture rooted in inclusion, diversity, and empowerment, we provide the tools and environment you need to thrive.
Our Core Values
- Humanity First: We place people—customers and employees—at the center of every decision.
- Innovation Driven: We continuously explore emerging technologies to stay ahead of market trends.
- Integrity & Accountability: We own our results and act with transparency.
- Collaboration: Success is a team sport; we celebrate wins together.
Position Snapshot – Senior Remote Account Management Leader
Location: Remote (U.S.)
Start Date: Immediate
Salary Range: $80,000 – $110,000 (base) + performance incentives
Employment Type: Full‑time, remote, eligible for comprehensive benefits
Role Overview
As the primary point of contact for TTEC’s technology suite—spanning desktop environments, network infrastructure, servers, applications, and analytics—you will guide one to three strategic client programs from inception through continuous improvement. This role demands a blend of strategic account leadership, technical acumen, and proactive communication to ensure every client’s technology ecosystem operates flawlessly and evolves with emerging innovations.
Key Responsibilities
Strategic Account Leadership
- Serve as the senior liaison between TTEC and assigned clients, overseeing the full lifecycle of technology delivery, adoption, and optimization.
- Partner with client executives to define, refine, and execute technology roadmaps that align with business objectives and KPIs.
- Lead quarterly business reviews, presenting performance metrics, technology health scores, and actionable recommendations.
Technology Governance & Operations
- Own end‑to‑end technology stewardship for each program, ensuring all components (desktops, networks, servers, applications, reports) meet contractual SLA standards.
- Coordinate with TTEC’s Operations, Sales, and Engineering teams to resolve incidents, implement upgrades, and roll out new solutions.
- Develop and maintain comprehensive documentation, including architecture diagrams, configuration baselines, and change‑management logs.
Innovation & Continuous Improvement
- Stay abreast of emerging tech trends (e.g., AI‑driven analytics, cloud migration, zero‑trust networking) and evaluate their applicability to client environments.
- Lead proactive assessments and workshops to identify opportunities for automation, cost reduction, and performance enhancement.
- Champion pilot programs and proof‑of‑concept initiatives that showcase TTEC’s innovative capabilities.
Collaboration & Communication
- Facilitate clear, consistent communication channels between internal stakeholders and external clients, ensuring expectations are managed and issues are escalated appropriately.
- Prepare and deliver detailed status reports, risk assessments, and mitigation plans to both technical and non‑technical audiences.
- Mentor junior account managers and technical staff, fostering a culture of knowledge sharing.
Essential Qualifications
- Minimum four (4) years of experience leading technology‑focused account or project teams, preferably within a managed services or contact‑center environment.
- Proven track record of managing complex client relationships with a focus on technology strategy and delivery.
- Hands‑on expertise with Avaya and Cisco telephony and networking platforms, including configuration, troubleshooting, and optimization.
- Strong understanding of network protocols (TCP/IP, DNS, DHCP), desktop operating systems (Windows, macOS), and server environments (Windows Server, Linux).
- Demonstrated ability to translate technical concepts into business value for senior stakeholders.
- Exceptional organizational skills, self‑motivation, and the ability to thrive in a remote, fast‑paced setting.
Preferred Qualifications & Certifications
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent professional experience).
- Industry certifications such as Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Product Specialist (MCPS), Cisco Certified Network Associate (CCNA), or Avaya Certified Support Specialist (ACSS).
- Experience with cloud platforms (AWS, Azure, GCP) and virtualization technologies (VMware, Hyper‑V).
- Familiarity with ITIL or other service‑management frameworks.
- Background in data analytics, reporting tools (Power BI, Tableau), or workforce optimization solutions.
Core Skills & Competencies
- Strategic Thinking: Ability to align technology initiatives with broader business goals.
- Analytical Problem‑Solving: Skilled at diagnosing complex technical issues and delivering sustainable solutions.
- Communication Excellence: Clear, persuasive communication with both technical teams and executive leadership.
- Leadership & Influence: Proven capability to lead cross‑functional teams without direct authority.
- Adaptability: Comfortable navigating change, new tools, and evolving client expectations.
- Customer‑Centric Mindset: Passion for delivering experiences that delight end‑users and drive client success.
Career Growth & Learning Opportunities
At TTEC, your career trajectory is shaped by ambition, performance, and a commitment to continuous learning. As a Senior Remote Account Management Leader, you will have access to:
- Personalized Development Plans: Tailored roadmaps that align your aspirations with business needs.
- TTEC Academy: Thousands of free online courses covering emerging tech, leadership, and soft‑skill development.
- Mentorship Programs: Pairing with senior executives to accelerate skill acquisition and network expansion.
- Pathways to Leadership: Opportunities to advance into Director, Vice‑President, or Global Head of Account Management roles.
- Cross‑Functional Projects: Participation in innovation labs, client‑centered design sprints, and global transformation initiatives.
Compensation, Perks & Benefits
We recognize that rewarding performance goes beyond base salary. Our total rewards package includes:
- Competitive Base Salary: $80,000 – $110,000, calibrated by experience, location, and skill set.
- Performance‑Based Incentives: Quarterly and annual bonuses tied to client satisfaction, technology adoption metrics, and revenue targets.
- Health & Wellness: Medical, dental, vision coverage; health‑savings accounts (HSAs/FSA); mental‑health resources.
- Financial Security: 401(k) with company match, life insurance, disability coverage.
- Paid Time Off & Wellness Days: Generous PTO, sick leave, and dedicated wellness days to recharge.
- Learning Reimbursement: Tuition assistance and credential‑reimbursement for relevant certifications.
- Remote Work Support: Stipends for home office setup, high‑speed internet, and ergonomic equipment.
- Employee Assistance Programs: Confidential counseling, legal resources, and financial planning services.
Our Remote‑First Culture
Working remotely at TTEC means you are part of a connected, inclusive community that values flexibility and collaboration. We foster:
- Virtual Team Huddles: Regular video‑check‑ins, knowledge‑sharing sessions, and virtual coffee chats.
- Diversity & Inclusion Initiatives: Employee resource groups, inclusive hiring practices, and cultural celebrations.
- Recognition Programs: Peer‑to‑peer awards, service milestones, and innovation spotlights.
- Wellness Challenges: Fitness, mindfulness, and creative contests to keep morale high.
How to Apply
If you are ready to harness technology to create joyful customer experiences and drive strategic growth for leading brands, we want to hear from you. Submit your resume, a concise cover letter outlining your relevant experience, and any certifications that demonstrate your expertise.
Take the Next Step
Apply now and become a catalyst for transformative customer experiences at TTEC.
We Look Forward to Welcoming You to the TTEC Family
At TTEC, your success fuels our success. Join us, and let’s build the future of customer experience together—where technology amplifies humanity, and every interaction leaves a lasting smile.
Apply Now