Senior CX Technology Solutions Advisor

TTEC Digital; Austin (TX); Remote; USD 175,000 - 225,000; Full time

Job summary

A leading company is seeking a Senior CX Technology Solutions Advisor to integrate contact center technologies with AI capabilities. This remote role requires extensive experience in CCaaS platforms and a strong consultative approach to enhance customer experiences. The ideal candidate will connect technical solutions with business outcomes and drive transformative value for clients.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

PTO

Wellness Leave

Qualifications

• 8+ years of experience in contact center technology.
• 5+ years of technical experience with IVA and Generative AI.

Responsibilities

• Navigate early pipeline leads and assist in advancing pursuits.
• Develop roadmaps for AI-enhanced CCaaS implementations.

Skills

Consultative Skills

Technical Proficiency

Client Relationship Management

Education

Bachelor's Degree

Master's or MBA

Tools

CCaaS Platforms

AI Technologies

WFM

Telephony

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued and fully supported, because an exceptional customer experience starts with engaged employees. Our vision is to create a workplace where employees can thrive.

TTEC Digital is seeking an Senior CX Technology Solutions Advisor who specializes in contact center technologies and artificial intelligence within the customer and employee experience domain. This role will act as a trusted advisor for clients navigating the integration of CCaaS platforms and AI capabilities. The ideal candidate will possess deep expertise in traditional contact center technologies and emerging AI applications, combining these skills to deliver transformative value. They will demonstrate both technical proficiency and consultative excellence.

We seek someone who approaches client interactions with humility and enthusiasm, capable of illustrating how strategic solutions can transform customer experience, scale operations, reduce costs, and foster growth. The role requires connecting technical possibilities with business outcomes and building strong relationships with clients and internal teams.

This is a 100% remote opportunity!

What You'll Be Doing:

1. Navigate early pipeline leads and opportunities, especially for complex, multi-practice pursuits.
2. Assist sellers in advancing pursuits through conversations, workshops, innovation labs, consulting engagements, or modernization initiatives.
3. Facilitate discovery workshops and short-term client engagements to understand needs, limitations, and strengths, defining their path forward with solutions across CCaaS, AI, CRM, Analytics, and Advisory services.
4. Develop roadmaps illustrating how AI can progressively enhance CCaaS implementations.
5. Articulate the business value of proposed roadmaps or scopes clearly and compellingly.
6. Create frameworks to measure and maximize ROI from CCaaS and AI investments.
7. Collaborate with other advisors to ensure comprehensive coverage of the technology landscape.
8. Develop winning proposals.
9. Expand reach to open new opportunities, especially for emerging capabilities.
10. Shape pursuit and close strategies targeting $2-3M quarterly influenced revenue.
11. Contribute to the maturation and differentiation of our go-to-market strategies.
12. Contribute to TTEC Digital's thought leadership on AI, Hyperscalers, and large enterprise complexities, supporting market trends and client needs.

What You'll Bring:

1. Extensive knowledge of traditional CCaaS platforms (e.g., Cisco, Genesys, Five9, NICE CXone, Talkdesk).
2. Experience with at least one Hyperscaler (Amazon, Google, Microsoft), including their strengths and weaknesses in contact center, AI, and CX/EX.
3. Deep understanding of AI technologies integrated with contact centers (e.g., conversational AI, predictive analytics, agent assistance tools), with early experience in agentic solutions preferred.
4. Expertise with related technologies such as WFM, QA, dialers, and telephony.
5. Proven track record in solutions engineering or pre-sales technical roles for CCaaS/AI solutions.
6. 8+ years of industry experience working with contact center technology.
7. 5+ years of technical experience with IVA, Generative AI, and advanced speech systems.
8. Experience managing large, multi-site contact center implementations.
9. Strong knowledge of IVA, speech engines, back-end systems, reporting, and CTI architecture.
10. Experience designing migration strategies from legacy contact centers to AI-enhanced CCaaS platforms.
11. Strong consultative skills with practical implementation methodologies.
12. Ability to articulate the business value of combined CCaaS, CRM, and AI investments.
13. Bachelor's Degree; Master's or MBA is a plus.

Salary range: $175,000 - $225,000 annually.

Please note: We are only accepting applications from candidates residing in specified states. This position is eligible for an annual incentive program. Actual offers may vary based on location, experience, education, and skills.

Benefits include medical, dental, vision, health care accounts, financial protections, PTO, and wellness leave. Applications are encouraged early as the posting remains open until suitable candidates are found.

About Us

TTEC Digital and our 1,800+ employees pioneer engagement and growth solutions to fuel exceptional customer experiences. Our sister company, TTEC Engage, employs over 60,000 staff worldwide. TTEC Holdings Inc. is the parent company for both entities. We are proud to be recognized as a Great Place To Work for 2024-2025, reflecting our outstanding employee experience across 14 countries.