Technical Customer Success Manager

AudioCodes (NASDAQ, TASE: AUDC) is a leading provider of advanced voice communications software, products and productivity solutions for the digital workplace and customer experience. Our innovative products, solutions and services are used by large multinational enterprises and leading tier one operators worldwide. As of today, 50 of Fortune 100 enterprises use AudioCodes technology.

At AudioCodes, we recognize that our strength as a company comes from the unique talents that each of our employees brings to the table. After all, they are our most valuable assets. We offer a flexible and collaborative work environment, along with career growth opportunities.

About Voca CIC: One-Screen, AI-first Contact Center Built for Microsoft Teams

Voca CIC is AudioCodes’ flagship Contact Center as a Service (CCaaS) solution, purpose-built for the Microsoft Teams ecosystem. At a time when organizations are reimagining how they support both customers and employees, Voca CIC brings a truly unified service experience to the modern workplace—combining voice, AI, and digital channels into a single, seamless platform inside Microsoft Teams.

With over a decade of close partnership with Microsoft—from OCS and Lync to Skype for Business and now Teams—AudioCodes is uniquely positioned to lead in this space. Millions of Teams Phone-enabled users already rely on AudioCodes infrastructure, and Voca CIC builds on that foundation to deliver a native, Microsoft-certified contact center that is modern, scalable, and intuitive to use.

Unlike other contact centers that simply "plug into" Teams through Connect or Extend models, Voca CIC is built natively on Azure Communication Services—the same backend that powers Microsoft Teams itself. This allows us to offer unmatched reliability, deep platform integration, where every Teams user can play a role in the service workflow.

What Makes Voca CIC Stand Out

• Built for Microsoft Teams: Not just integrated—native. Certified Teams App built on Azure Communication Services, the same platform that powers Teams itself.
• One Unified Experience: A single interface for voice, digital, and agent workflows—accessible to every Teams user across the enterprise.
• AI-Powered from Day One: Out-of-the-box conversational AI with speech recognition, text-to-speech, and natural language understanding in 16+ language variants.
• No-Code Workflow Builder: Create and modify intelligent IVR flows, API integrations, and dynamic routing with drag-and-drop simplicity.
  
  

• Manage end-to-end onboarding, including PoCs, production rollouts, and go-lives.
• Design, implement, and support CRM integrations within contact center workflows.
• Gather business requirements to tailor CRM-connected solutions to customer KPIs.
• Deliver customer training, enablement, and optimization sessions.
• Support Sales Engineers with demo environments and technical escalations.
• Capture field insights for product improvements and competitive analysis.
• Diagnose, document, and resolve tier 2/3 technical issues with Engineering collaboration.
• Reproduce customer scenarios and manage the lifecycle from triage to solution.
  
  

• 3+ years in a technical, customer-facing Contact Center or UC role.
• Strong troubleshooting skills with telecom, networking (VOIP, PSTN, TCP/IP), and Microsoft infrastructure experience.
• Hands-on experience integrating CRM platforms (Salesforce, Dynamics, Zendesk) with contact centers.
• Familiarity with REST APIs and third-party integrations.
• Experience with Microsoft Teams Voice and Contact Center integrations (preferred).
• Bachelor’s degree in engineering, Computer Science, or related field (or equivalent experience).
• Fluent English, written and verbal.