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)
