Principal Client Advisory

TTEC; Quezon City; Remote; PHP 1,800,000 - 3,000,000; Full time

Job summary

TTEC Digital in Manila, Philippines, is seeking a Principal Client Advisory to join our Managed Services practice. This remote role will be the operational and technical lead for a portfolio of clients, driving service delivery and client satisfaction across the full lifecycle.

You will guide incident management, platform upgrades, and renewals, while collaborating with cross-functional teams to optimize services and revenue. Strong ITIL and CCaaS experience are essential.

Qualifications

• 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-prem environments.
• Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies.
• Strong background in client relationship management and consulting.
• Proven ability to manage incident response, change management, and service delivery processes.
• Solid understanding of ITIL frameworks and operational best practices.
• Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals.
• Demonstrated ability to mentor others and manage technical support teams.
• Strong communication, problem-solving, and stakeholder management skills.
• Ability to work effectively in a remote, global, and cross-functional environment.

Responsibilities

• Lead operational and technical delivery for a portfolio of managed services clients.
• Oversee client platform operations, relationships, and service quality.
• Manage day-to-day delivery, incident response, and change management processes.
• Create and deliver weekly and monthly service reviews with metrics.
• Support transitions from project delivery to Day 2 operations and assist with billing inputs.

Skills

Technical Operations Management

Client relationship management

Incident & change management

ITIL frameworks

Service delivery

Mentoring

Communication

Remote/global collaboration

Tools

Genesys

Five9

Cisco

NICE CXone

AWS Connect

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital is seeking a Principal Client Advisory to join our Managed Services practice. This is a remote, telecommute role based in Manila, working in US business hours.

In this role, you will serve as the operational and technical lead for a portfolio of managed services clients, driving service delivery and ensuring excellence across the full client lifecycle. You will act as a trusted advisor, overseeing client platform operations, leading client relationships, and managing day-to-day delivery while maintaining high levels of client satisfaction.

You will play a key role in incident management, platform upgrades, contract renewals, and continuous improvement initiatives, partnering closely with cross-functional teams to resolve issues, mitigate risks, and identify opportunities to grow and optimize services. You will also be responsible for creating and delivering weekly and monthly service reviews for clients, providing service metrics, and collaborating with internal teams to support quarterly client reviews.

In addition, you will help ensure compliance with client standards, including ITIL processes, security, and operational policies, while serving as a central point of coordination for internal and external communications. Additionally, you will support the transition from project delivery to ongoing support (Day 2) and contribute to the commercial success of each engagement by assisting with billing inputs, documentation, gathering requirements, and helping define level of effort for new initiatives.

What You Will Bring:

• 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-prem environments
• Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies
• Strong background in client relationship management and consulting
• Proven ability to manage incident response, change management, and service delivery processes
• Solid understanding of ITIL frameworks and operational best practices
• Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals
• Demonstrated ability to mentor others and manage technical support teams
• Strong communication, problem-solving, and stakeholder management skills
• Ability to work effectively in a remote, global, and cross-functional environment