ESP Systems Lead & Technical Team Architect

TeleTech Holdings, Inc.; Dearborn, Northern (MI, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Percepta seeks a Sr. Team Leader to provide daily leadership for the ESP System Liaison Team, ensuring customer and employee satisfaction while achieving program goals. The role demands SME-level knowledge of ESPS programming logic and accountability for ESP/ESC launches in the USA, Canada, MEA, and related trackers.

You will oversee priority-task analysis, vendor coordination, and development of test scenarios, with responsibility for training staff and maintaining strong client relations.

Qualifications

• Associates or 2+ years college required or equivalent work experience.
• Strong understanding of ESP business including product offerings, program knowledge, ESP system structure/set-up, and financial impact of changes within system.
• Document functional & technical product/system requirements.
• Project managing product/system development initiatives.
• Supervisory / Leadership experience is required.

Responsibilities

• Analyze and prioritize tasks for employees, maintaining workloads to meet program requirements.
• Serve as ESPS consultant to the ESP client regarding feasibility of launches and system changes.
• Manage actions and expectations with ESP vendors to keep integrated ESPS programming logic intact.
• Provide analysis, development and testing of technical scenarios and perform Customer Acceptance Testing.

Skills

Leadership experience

ESP business knowledge

Project management

Coaching & mentoring

Team building

Communication skills

Analytical thinking

Decision making

Independent work

Education

Associates or 2+ years college

Job description

Percepta seeks a Sr. Team Leader to provide daily leadership for the ESP System Liaison Team, ensuring customer and employee satisfaction while achieving program goals. The role demands SME-level knowledge of ESPS programming logic and accountability for ESP/ESC launches in the USA, Canada, MEA, and related trackers.

You will oversee priority-task analysis, vendor coordination, and development of test scenarios, with responsibility for training staff and maintaining strong client relations.