Technical Customer Success Manager

Job Summary

The ideal candidate would be an experienced professional services or field application engineer with the relevant skills, who has experience in supporting customer deployments and projects in the Contact Center or Contact Center as a Service area. They will primarily be responsible for supporting Voca CIC PoCs and deployments, working in close collaboration with the technical subject matter experts, sales engineers and professional

services engineers worldwide.

Responsibilities:

• 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.

Qualifications:

* 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.