Lead Technical Account Manager

NICE

. Own the customer relationship for key CX customers and act as their advocate within CX .

Posted 9/30/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in customer relationship management and technical problem-solving within the software and telecommunications sectors. Proficient in ensuring customer satisfaction and retention through effective communication and technical support.

Highest-signal resume keywords

Customer Relationship ManagementTechnical Problem-Solving ProficiencyContact Center Software KnowledgeTCP/IP Networking KnowledgeDatabase and SQL Competence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem-SolvingAnalytical SkillsAdvanced TroubleshootingContact Center Software DesignImplementation SkillsSIP SignalingDatabase ConceptsSQL ScriptingTelecommunications KnowledgeVoIP Technology Exposure

Soft Skills

Customer AdvocacyCommunication SkillsAccountabilityRelationship Management

Industry Keywords

TelecommunicationsService DeliveryCall CenterCX SolutionsNetwork TopologyTelecom CircuitsPBXCarriersVoIPInternet Fundamentals

Tech Stack

Tools & technologies

SQLTCP/IPVoIP

About the role

Key responsibilities & impact

Own the customer relationship for key CX customers and act as their advocate within CX
Engage customers before go-live and work closely with them to ensure success
Resolve complex, technically and emotionally challenging, high-stakes issues
Provide excellent technical and customer service to assigned key accounts
Hold regular account discussions to review open issues and understand customers’ contact centers and businesses
Ensure CX solutions meet customer needs and become a trusted partner and advisor
Ensure technical challenges, issues, cases, and requests are handled properly within SLA targets
Partner with Technical Support, Professional Services, Product Management, and Engineering
Be accountable for customer satisfaction, retention, and referenceability for assigned accounts

Requirements

What you’ll need

10 years in a Technical/Service role in software, telecommunications, customer service, call/contact center, and/or service delivery
Demonstrated technical problem-solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Working technical knowledge of contact center software, design, and functionality
Broad implementation skills in technology and analysis
Experience communicating at technical and functional levels while managing business rapport
TCP/IP networking knowledge and VoIP technology exposure (advantage)
Comprehensive knowledge of TCP/IP and telecom circuits from DS0 through OC-48 (advantage)
Understanding of network topology and telecommunications architecture, including PBX, carriers, and VoIP (advantage)
Understanding of basic scripting fundamentals (advantage)
Solid understanding of TCP/IP and internet fundamentals (advantage)
Extensive software, telecommunications, and IP telephony knowledge (advantage)
Experience using SIP signaling (advantage)
Competence in database and SQL concepts and scripting (advantage)

Benefits

Comp & perks

Opportunity to work for a global, market-leading company
Fast-paced, collaborative, and creative work environment
Learning and growth opportunities
Internal career opportunities across multiple roles, disciplines, domains, and locations
Equal opportunity employment