Lead Platinum Support Account Manager

Serve as primary technical support contact for largest and most complex customers, managing platform performance, functionality, and issue resolution.

Act as internal escalation point collaborating with Sales, Customer Success & Engineering to deliver timely solutions and adherence to SLAs, including debugging critical technical issues.

Regularly review support case trends and customer health metrics; plan product release readiness and client-specific configuration and upgrades.

Minimum 2 years experience in telecom, call center integration, VoIP including SIP and RTP protocol handling, plus experience with Voice and Non-Voice Contact Center applications (e.g., Genesys, Amazon Connect).

Proficiency in Groovy and Javascript scripting languages.

Graduation from a Tier-1 college.

Role requires availability to support US time zones including occasional weekends.

Experienced in managing enterprise-level technical support relationships involving complex telecom and contact center systems integrations.

Comfortable working closely with cross-functional teams and executive stakeholders on escalations and product improvement.

Strong analytical skills with ability to quickly learn technical details and advocate client needs effectively.