TTEC Digital - Principal CCaaS Solution Architect
Requirements
• Ability to translate technical concepts into business outcomes. • Strong presentation and communication skills. • Proven ability to build trust and influence decision-making. • 5+ years in CX technologies (Cloud Contact Center, Unified Communications, AI). • Pre-sales consulting experience preferred. • Certifications in Cloud Contact Center platforms (Genesys, Cisco, NICE, Five9, etc.) required. • Cloud or AI certifications (AWS, Microsoft, Google) preferred. • Bachelor’s degree in IT or related field preferred; equivalent experience considered. • We offer a competitive base salary, opportunity to participate in sales incentive plans, comprehensive benefits and upward career mobility!
Responsibilities
• Lead Technical Strategy • Partner with Account Executives to craft pursuit strategies that maximize win probability. • Analyze prospect pain points, motivations, and competitive landscape to inform solution design. • Deliver Impactful Engagements • Create and present tailored demos and vision clips showcasing TTEC Digital’s “Art of the Possible.” • Position and manage Proofs of Concept (POCs), including success criteria, contracting, and execution. • Own Solution Design & Orchestration • Develop technical solution documentation, scope definitions, quotes, and Statements of Work (SOWs). • Ensure seamless handoff to delivery teams with detailed knowledge of proposed solutions • Maintain Expertise • Stay current on CX technologies, TTEC Digital IP, and industry trends. • Provide competitive intelligence and market feedback to improve offerings • Represent TTEC Digital with professionalism and credibility in client interactions. • Build trusted relationships with business and technical stakeholders. • Contribute to RFP responses, design sessions, and technical discussions. • Continuously enhance knowledge of: • CRM Platforms (Salesforce, Microsoft Dynamics, ServiceNow) • Conversational AI & IVA Platforms • Cloud Services (AWS, Azure, GCP) • Generative AI for CX (bots, Agent Assist, summarization) • Author accurate SOWs using templates and CPQ tools. • Participate in ongoing education on emerging technologies. • What skills and experience you will bring: • Technical Expertise: • Deep understanding of CCaaS principles, IVR/IVA, routing, speech analytics, WFM, and CX analytics. • Knowledge of AI/ML models and generative AI applications in CX. • Familiarity with cloud architecture and services (AWS, Azure, GCP). • Maintain Expertise
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