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Senior CX Technology Solutions Advisor

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Bachelor's Degree required; Master's Degree or MBA is a plus., 8+ years of industry experience with contact center technology., 5+ years of technical experience with IVA, Generative AI, and Advanced Speech Systems., Extensive knowledge of CCaaS platforms and experience with Hyperscalers like Amazon, Google, or Microsoft..

Key responsibilities:

  • Serve as a trusted advisor for clients navigating CCaaS and AI technologies.
  • Facilitate client discovery workshops to understand their needs and define their path forward.
  • Develop roadmaps and articulate the business value of proposed solutions.
  • Collaborate with other advisors to expand opportunities and contribute to thought leadership in the market.

TTEC Digital logo
TTEC Digital Large https://www.ttecdigital.com
1001 - 5000 Employees
See all jobs

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 seeks an exceptional Senior CX Technology Solutions Advisor who excels with contact center technologies and artificial intelligence in the customer and employee experience domain. This role will serve as a trusted advisor for clients navigating the complex landscape where CCaaS platforms and AI capabilities converge. The ideal candidate will bring deep expertise in both traditional contact center technologies and emerging AI applications, creating a powerful combination that delivers transformative value to our clients. This person will demonstrate both technical knowledge with consultative excellence.

We're looking for someone who approaches client interactions with humility and genuine enthusiasm for how a strategic solution can transform customer experience, create scale, reduce cost, and fuel growth. This role requires someone who can connect technical possibilities with business outcomes while building strong relationships with clients and internal teams.

This is a 100% remote opportunity!

What You'll Be Doing:
  • Navigate early pipeline leads and opportunities, particularly for complex, multi-practice pursuits
  • Help sellers get to the next step on a pursuit: a conversation, workshop, innovation lab, consulting engagement or phase one modernization initiative
  • Facilitate client discovery workshops or delivery short-term client engagements to understand their current needs, limitations, strengths … and define their path forward, typically with a blend of solution components across CCaaS, AI, CRM, Analytics, Advisory services
  • Develop roadmaps showing how AI can progressively transform CCaaS implementations
  • Articulate the business value of the proposed roadmap or scope in clear compelling terms
  • Create frameworks for measuring and maximizing ROI from combined CCaaS and AI investments
  • Collaborate with other advisors to provide comprehensive coverage across the technology landscape
  • Develop winning proposals
  • Expand our reach to open new opportunities, particularly for our emerging capabilities
  • Shape pursuit and close strategies … target $2-3m/quarter of influenced revenue
  • Contribute to the ongoing maturation and differentiation of our go-to-market.
  • In the context of building and advancing pipeline … contribute to TTEC Digital thought leadership in support of the market trends and client needs associated with AI, Hyperscalers, and large enterprise complexities

    • What You'll Bring:
  • Extensive knowledge of traditional CCaaS platforms (such as Cisco, Genesys, Five9, NICE CXone, Talkdesk, etc.. )
  • Experience with at least one of the Hyperscalers (Amazon, Google, Microsoft), including their strengths/weaknesses in contact center, AI, and CX/EX.
  • Deep understanding of how AI technologies integrate with contact center environments (including conversational AI, predictive analytics, agent assistance tools) and ideally some early experience with agentic
  • Expertise with related technologies: WFM, QA, dialers, telephony, ..
  • Proven track record in solutions engineering or pre-sales technical roles for CCaaS/AI solutions
  • o   8+ Years of Industry Experience working with Contact Center Technology
  • o   5+ Years of Technical Experience with IVA, Generative AI, and Advanced Speech Systems
  • o   Experience in managing large multi-site contact center implementations
  • o   Strong knowledge of IVA, Speech Engine, Back-end, Reporting, and CTI architecture
  • o   Experience designing migration strategies from legacy contact centers to AI-enhanced CCaaS platforms
  • Strong consultative approach with demonstrated ability to develop practical implementation methodologies
  • Demonstrated success in articulating the business value of combined CCaaS, CRM, and AI investments
  • Bachelor's Degree (Master's Degree or MBA is a plus) 
    • Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

    This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

    Benefits available to eligible employees include the following: 
    - Medical, dental, vision
    - tax-advantaged health care accounts
    - financial and income protection benefits
    - paid time off (PTO) and wellness time off.

    This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.


    About Us
    TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

    We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

    TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

    Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
     
    #LI-Remote

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Functional ExcellenceArtificial IntelligenceSystems EngineeringGenerative Artificial IntelligenceIntelligent AgentSpeech ProcessingPredictive AnalyticsMicrosoft Dynamics CRMDialsCall Center ExperienceTelephonyConversational AIValue Propositions

    Other Skills

    • Quality Assurance
    • Relationship Building
    • Teamwork
    • Communication
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