- Location
- , PH
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Experience
- 3+ years
- Closing date
- Today
- Source
- iCIMS
Description
Overview
- Serve as the primary technical liaison between Ibex and the client.
- Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
- Translate client requirements into technical tasks for internal teams.
- Monitor service delivery, analytics, and SLAs.
- Coordinate improvement initiatives with Operations and IT Infrastructure.
Responsibilities
- Client-related updates, incidents, and escalations.
- IT-relevant performance and operational reports.
- Change requests or deployment notes affecting client configurations.
- Feedback or recurring issues from live operations.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- 3–5+ years of experience in IT support, technical operations, or technical account management.
- Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
- Strong understanding of IT infrastructure, networks, and system performance.
- Ability to translate technical concepts for non-technical stakeholders.
- Excellent communication, client-handling, and escalation-management skills.
- Strong analytical and troubleshooting skills.
- Experience working with SLAs, reporting, and performance monitoring tools.
- Ability to coordinate between cross-functional teams (Ops, IT, Infra).
