Provides technical and consultative presales support for Genesys and customer experience solutions. Partners with Account Executives to define pursuit strategies, develop solution architectures, deliver presentations and demonstrations, support RFPs and proofs of concept, create quotes and Statements of Work, and communicate technical value to business and technical stakeholders. Maintains expertise in contact center, unified communications, CRM, cloud, infrastructure, and competitive technologies while supporting customer relationships and sales opportunities.
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.
As part of the Pre-Sales Organization, the Solution Architect is expected to engage in new and existing customer pursuits, providing highly technical and consultative sales support, delivering engaging presentations and demos, establishing competitive positioning and influencing sales strategy in opportunities.
Solution Architects gain an understanding of prospect pain points and motivations, as well as opportunity dynamics and competitive landscape to help formulate the pursuit strategy. Solution Architects work with Account Executives and Client Success Managers to define the proposed solutions based on opportunity fit and win odds. They prepare presentation and demonstration agenda and stories, working with TTEC Digital resources to develop tailored demos and vision clips. They position Proofs of Concept (POC) as part of the pursuit strategy, establish POC success criteria, coordinate POC contracting, and work alongside TTEC Digital POC resources to ensure a successful outcome. Solution Architects are responsible for technical solution documentation, solution scoping, quote and Scope of Work (SOW) creation.
Solution Architects maintain deep and broad knowledge of the Customer Experience (CX) and related technologies represented by TTEC Digital, and of one or more vertical industries, in particular. They perform presentations to large audiences at industry conference events, as well as participate in user groups, blogs, and other activities as public advocates for TTEC Digital and key partner technologies.
Solution Architects participate in customer sales calls, design meetings, technical discussions, technical research, RFP support, and Scope of Work creation.
What You'll Be Doing
- Demonstrate professionalism and leadership in representing TTEC Digital to customers, prospects, and vendors.
- Collaborate with Account Executives to establish a pursuit strategy and solution definition that maximizes win odds.
- Gain understanding of prospect’s background, pain points, and motivations that are generating and will shape the opportunity.
- Gain understanding of the opportunity’s competitive landscape and key decision criteria.
- Deliver targeted presentations and demonstrations both in-person and remotely, using CX and industry knowledge to create impactful stories showcasing the TTEC Digital Art-of-the-Possible vision.
- Establish rapport with both business and technical prospect/customer contacts, becoming a trusted advisor.
- Actively contribute market feedback to services, support and product management teams to continuously improve TTEC Digital’s market position, pricing and offerings.
- Maintain expertise in CX and related technologies, TTEC Digital, and TTEC Digital services offerings, including:
- Contact center and IP telephony technologies from various partners
- Unified Communications technologies
- Customer Relationship Management (CRM) solutions focusing on Microsoft Dynamics CRM.
- Pre-Sales Strategic Business Consulting engagements
- TTEC Digital IP solutions such as Smart Apps, Interaction Sync and Interaction Bots
- TTEC Digital Managed Services solutions
- TTEC Digital pre-packaged service offerings
- TTEC Digital Support offerings.
- TTEC Digital Hosted offerings, such as Azure and hosted applications / platforms.
- Network and system infrastructure offerings including core systems deployment and network assessments.
- Maintain knowledge of competing technologies and Competitive Intelligence (CI) information that is released by TTEC Digital vendors as well as generated in-house.
- Conduct internal and external webinars and present at TTEC Digital and industry conferences, showcasing CX technologies, TTEC Digital IP and TTEC Digital services, as well as industry best practices and customer case studies.
- Review and approve Sales Quotes using TTEC Digital Sales Operations tools such as Experlogix.
- Author thorough and accurate Statements of Work using TTEC Digital Sales Operations tools such as Contracts Express for Professional Services engagements.
- Detailed knowledge of the software/hardware/services being implemented specifically to facilitate in transition of project details to Delivery Team(s) as needed for project kickoff.
- Provide escalation as needed to Solution Consultants in designing solutions and architectures for customers and prospects.
- Participate in continuing education opportunities regarding emerging technologies related to TTEC Digital’s market focus.
What You'll Bring to the Role
- Bachelor’s degree in IT-related discipline preferred; relevant experience in an IT environment considered.
- A minimum of 9 years of experience in the IT field working with key TTEC Digital focus technologies such as Genesys and/or other Contact Center platforms, Unified Communications, Dynamics or other CRM etc.
- Current or past Technical Certifications in related technologies, such as Genesys Cloud or competitive products (Cisco, Avaya, Genesys, Aspect), Networking Vendors (e.g., Cisco, Juniper), and Operating Systems (e.g., Windows Server, Linux) preferred.
- Experience as a pre-sales consultant working with one or more of the key TTEC Digital CXE solution areas: Contact Center, Unified Communications, CRM, etc., is preferred.
- Demonstrated knowledge of the solutions offered by TTEC Digital and its strategic partners, with the ability to effectively communicate these solutions to clients.
- Strong relationship building and interpersonal skills to include ability to quickly establish credibility and trust.
- Strong presentation, communication and collaboration skills.
- Ability to develop consultative relationships with customers and partners to understand needs and identify opportunities.
- Superior negotiation skills with ability to overcome objections.
- Superior internal communication and presentation skills demonstrating influence and persuasion, including the ability to translate technical concepts into business outcomes.
- Ability to quickly and independently learn new technologies.
- Demonstrated drive to deliver high levels of customer experience and satisfaction.
- Excellent time management skills with ability to prioritize workload to achieve results.
- Possess a passion for sales with a healthy sense of competition.
- Ability to work independently and as part of a team to achieve desired outcome.
- Broad knowledge of technology principles such as telecommunications, computer systems, software, networks, protocols, and API’s.
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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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