Overview
TouchPoint is looking for a Senior Professional Services Consultant to lead software support and delivery across enterprise banking environments. This role sits at the intersection of technology, operations, and customer success, owning everything from complex issue resolution to smooth software deployments. You will act as the primary escalation point for customers while driving service quality, reliability, and continuous improvement across teams.
Key Responsibilities
- Lead and manage software support operations across assigned projects
- Oversee incident management, root cause analysis (RCA), and issue resolution
- Coordinate with development teams on releases, patches, and complex technical issues
- Plan and execute software implementation projects end-to-end
- Manage requirements gathering, UAT coordination, and post-deployment support
- Maintain documentation, SOPs, and knowledge base
- Ensure compliance with security audits, change management, and operational policies
- Act as the primary escalation point and relationship manager for customers
- Collaborate on service improvements and business opportunities
- Mentor and develop team members, driving performance and service excellence
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, or a related field
- Strong experience in software support, implementation, or professional services roles
- Hands-on understanding of enterprise systems, deployments, and support workflows
- Experience managing escalations and customer-facing technical engagements
- Ability to lead cross-functional teams and work with development stakeholders
- Strong documentation, communication, and problem-solving skills
- Experience in banking, fintech, or large-scale transactional environments is a plus