The Executive Director CCaaS will oversee complex contact center projects and lead teams, focusing on customer success and technology integration while engaging with both technical and non-technical stakeholders.
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.
The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded partner of the year 14 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience.
As the Executive Director Professional Services, CCaaS, you will manage projects and teams on the most complex Contact Center applications imaginable. You are the overall project owner and spearhead the customer conversations. You will be an operational leader who understands the business impacts and technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business. You will own the software development experience. You will formulate ideas into solutions. Ability to function in a pre and post sales role. You will work and lead a team of engineers and solution architects.
- Recognized as an external and internal thought leader within CX transformation, Process Automation Digital Transformation, and Omnichannel technologies.
- Partners across the entire organization and partner ecosystem to involve the right resources and technologies for each opportunity.
- Excellent customer-facing presentation skills with the ability to lead implementation teams and projects.
- Influences opportunity strategy to incorporate the right technologies.
- Exercises wide latitude in determining objectives and approaches to engagements.
- Influences client leadership to establish overall business relationship and engagement strategy. Is primarily client-focused; however, does have some responsibility for internal functional matters and partner engagements.
- Existing knowledge and/or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Zoom, Google CCAI, NICE CXone, Verint, Calabrio, CRMs, and process automation technologies
What You'll Be Doing
- Develop Customer, Business Development, Engineering, Marketing, and Partner Relationships:
- Leverage relationships to establish credibility.
- Lead and participate in the initial opportunity qualification, data gathering, and solution development with TTEC and partners.
- Lead technical teams for CCaaS implementations on client projects.
- Lead customer requirements sessions both business and technical
- Ownership and responsibility for end-to-end project success including profitability and customer success.
- Ability to mentor team members
- Develop and Present Solutions to the Client / Support Deal Closure
- Support Proposal and Solution Overview documents.
- Operate as a contributor role for RFP Response Development
- Participate in Client Meeting Solution Reviews – with Sales and Partners
- Contribute to ROI Business Case production.
- Responsible for reviewing technical efforts for all phases of the project.
- Ability to communicate how the CCaaS platform works and how it can be applied to solving business needs.
- Deliver the entire TTEC value proposition and be a thought leader for CX Transformation.
- Provide insights on competitor service offerings.
- Lead delivery teams by providing coaching and mentoring and fostering the next generation of talent to enhance execution, improve productivity, and drive efficiencies.
- Communicate and influence executives across the business, technology, and partner organizations.
- Manage budgets using Agile and waterfall sizing approaches, ensuring transparency across delivery programs, and utilizing FinOps to achieve measurable results.
What You'll Bring to the Role
- Bachelor’s degree in computer science, IT, or engineering preferred.
- 12 or more years’ experience in Contact Center and UC environments.
- 5 or more years of CCaaS project leadership.
- Experience creating a roadmap, planning and documenting end to end project approach using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone and/or other cloud telephony platform.
- Experience with enterprise level CCaaS architecture for complex business needs.
- Experience creating and presenting to executive level stakeholders (technical and non-technical).
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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, Utah, Virginia, DC, Wisconsin and Wyoming.
This position is eligible to participate in an annual incentive program. Actual compensation offered 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.
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Top Skills
Amazon Connect
Avaya
Cisco
Cloud Telephony
Crms
Genesys
Nice Cxone
Process Automation
Webex Collaboration
Zoom
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