Senior Technical Account Manager

Overview

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

The Senior Technical Account Manager, Agent Tool Provisioning role sits within the Technical Operations & Platform Success (TOPS) team in Expedia Group’s Traveler & Partner Services Platform (TPSP) division. TPSP is responsible for the global customer support strategy for all Expedia Group brands, the execution of that strategy, and the technology that enables it. The team deploys both virtual and human agents to provide effortless support to Expedia travelers (B2C) and Expedia demand partners (B2B) and their travelers, across multiple brands and channels.

As part of TOPS, this role ensures our contact center technology truly enables excellence in global servicing. You will act as the primary liaison between our vendor and internal call center provisioning admins—helping them navigate our tools, prioritizing product enhancements that improve their experience, resolving complex provisioning issues across our global footprint, and defining guidelines and audits that keep us compliant and consistent at scale.

• Build deep, long-lasting relationships with partners as their go-to technical advisor for provisioning.
• Domain expert on designing and executing changes to the end-to-end provisioning flow that meet business requirements.
• Build and implement persona mappings across all agent tools for SSO and auto-mated provisioning.
• Demonstrate comprehensive technical expertise to solve complex problems, design sophisticated solutions, and influence customer strategies.
• Create provisioning plans for success with a portfolio of partners of increasing size and complexity.
• Proactively identify provisioning risks and create mitigation plans, establishing actions, ownership, and driving resolutions.
• Demonstrate a strong ability to represent and advocate for the partner with cross-functional teams (including product, engineering, operations, and support), while supporting policies and decisions that are in the best interests of the company.
• Lead project tasks or initiatives aimed at improvement of TAM processes and knowledge.

• Five years of professional experience in tool administration, configuration, or contact center solutions
• Two years in a customer facing technical role, ideally as a Technical Account Manager or Solutions Consultant.
• Five years of contact center operations experience in workforce planning, IVR development, routing, or other customer contact methods.
• Experience with Pega, Sprinklr, Oracle, Salesforce, Genesys, or other CRM or CCaaS platforms.
• Deep understanding of call centers operations, including standard KPIs, workforce planning, business rule setup and maintenance, customer routing, agent skilling and incident management.
• Project management skills, with excellent communication, analytical, and problem-solving abilities to quickly resolve issues and drive customer satisfaction.
• Skilled communicator who is adept at leading discussions regarding call centers, tool integration, and provisioning concepts to a broad variety of technical and non-technical persons.
• Ability to influence decision-making to bring groups to consensus.
• Demonstrated technical curiosity and analysis skills.
• Demonstrated leadership through independent decision-making, training and mentorship of members of…