LOCATION

Melbourne, Australia
Job Title:
Technical Account Manager
Job Description
Concentrix Catalyst is seeking a customer-focused and technically savvy Technical Account Manager with deep expertise in Contact Centre Technologies with focus on AWS, Amazon Connect to join our high-performing team. In this role, you’ll be the trusted advisor to our clients, guiding them through their cloud contact centre transformation journey and ensuring ongoing success and value from their investment in our solutions and ongoing service capabilities.
As a Technical Account Manager, you’ll act as a trusted post-sale technical advisor—not support, not consulting, but something equally critical. You’ll combine your technical knowledge with strong interpersonal skills to provide proactive support, strategic guidance, and hands-on solutions tailored to the customer implementation across Amazon Connect. You’ll work closely with cross-functional teams—including engineering, product, and support—to resolve issues, optimise performance, and help customers scale confidently and effectively.

WHO WE ARE

Concentrix Catalyst is the experience design and engineering team of Concentrix, a leading global solutions company that reimagines everything CX through strategy, talent and technology. We combine human-centred design, powerful data and strong tech to accelerate CX transformation at scale.
We have four offices in the ASEAN region consisting of just over 300 talented, fun and engaged people.
For more information, visit catalyst.concentrix.com or connect with us on LinkedIn.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, nationality, gender, sexual orientation, age, or disability status.

• Act as the primary technical point of contact for customers using CCaaS (Amazon Connect)
• Provide expert-level guidance on best practices for implementing, integrating, and managing Amazon Connect environments.
• Drive technical onboarding, solution architecture discussions, and ongoing optimisation strategies.
• Troubleshoot complex technical issues and coordinate with internal engineering/support teams for resolution.
• Develop and maintain deep relationships with key stakeholders (technical and business) to ensure customer satisfaction and retention.
• Translate business goals into technical solutions, providing recommendations tailored to each client’s environment.
• Lead roadmap discussions to ensure customer needs are considered across the product landscape.
• Deliver proactive insights and health checks to minimise risk and maximise performance.
• Provide detailed documentation, training, and knowledge sharing with customers and internal teams.
• Collect and relay customer feedback to product and engineering teams
• Act as a customer advocate in internal planning sessions.