TTEC Digital - Senior CX Technology Solutions Advisor
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Requirements
• 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 • 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)
Responsibilities
• 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
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