Technical Account Manager

USAN, Inc.

. Own the day-to-day technical relationship for a portfolio of Amazon Connect customers .

Posted 10/27/2026full-timeNorcross • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer relationships and technical support for Amazon Connect, with a strong focus on incident management, operational documentation, and customer communication. Proficient in AWS services and contact center operations, ensuring optimal platform performance and customer satisfaction.

Highest-signal resume keywords

Amazon Connect ExpertiseIncident ManagementCustomer-Facing Technical SupportAWS Services KnowledgeContact Center Operations Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Amazon ConnectAWS LambdaAWS LexAWS DynamoDBAWS S3AWS KinesisAWS CloudWatchContact Center OperationsITSM PlatformsScripting for AWS Integrations

Soft Skills

Excellent Communication SkillsProactive Problem SolvingCollaboration

Tools & Technologies

HALOITSMMS ExcelMS PowerPointMS VisioMS WordLUCIDChartAI Tools

Certifications & Qualifications

AWS Certified Cloud PractitionerAWS Certified Solutions ArchitectAmazon Connect CertificationITIL Foundations CertificationScrum Master Certification

Industry Keywords

Customer SLAsOLAsContact FlowsQueuesRouting ProfilesReal-Time ReportingHistorical ReportingOmnichannel RoutingWorkforce ManagementQuality Management

Tech Stack

Tools & technologies

AWSCloudDynamoDBITSMServiceNow

About the role

Key responsibilities & impact

Own the day-to-day technical relationship for a portfolio of Amazon Connect customers
Monitor customer environments and partner with internal teams to resolve issues proactively
Lead customer service review meetings covering platform health, open items, upcoming changes, and improvement opportunities
Manage customer SLAs and OLAs
Act as Incident Manager during high-priority events, coordinating response and customer communications
Conduct after-action reviews and deliver RCA and RFO reports
Coordinate change management activities and approval and communication processes
Advise customers on Amazon Connect best practices, feature releases, and optimization strategies
Collaborate with engineering, operations, and professional services teams on customer enhancements and projects
Create and maintain operations documentation, runbooks, and support playbooks
Identify and communicate customer expansion opportunities to the customer success team
Support maintenance windows and high-priority incidents with some after-hours availability

Requirements

What you’ll need

Bachelor’s degree, technical certification, or equivalent combination of education and related customer-facing technical support experience
1–3 years of experience in a customer-facing technical role, such as Technical Account Manager, Cloud Support Engineer, Solutions Engineer, or Contact Center Operations Manager
Excellent written and verbal communication skills in English
Deep familiarity with Amazon Connect, including contact flows, queues, routing profiles, real-time and historical reporting, and the Amazon Connect console
Working knowledge of AWS services including Lambda, Lex, DynamoDB, S3, Kinesis, and CloudWatch
Strong understanding of contact center operations, including ACD, IVR, workforce management concepts, and omnichannel routing
Experience with ITSM platforms such as HALOITSM
Proficiency with MS Excel, MS PowerPoint, MS Visio, MS Word, and LUCIDChart
Ability to use/leverage AI tools to improve productivity and quality
Preferred: experience supporting or administering Amazon Connect or another cloud-based contact center platform
Preferred: AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, or Amazon Connect certification/accreditation
Preferred: ITIL Foundations Certification or ITIL service management experience
Preferred: contact center workforce management, quality management, or analytics tools experience
Preferred: scripting or basic development concepts for AWS integrations such as Lambda functions and API Gateway
Preferred: ServiceNow experience
Preferred: Scrum Master or similar Agile certification

Benefits

Comp & perks

Competitive compensation program
Outstanding benefits package including medical, dental, vision and life
401(k) plan
Excellent holiday/vacation plans
Employee Referral Bonus Program
Annual performance-based bonus
Ongoing training opportunities