Senior CX Technology Solutions Advisor

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

Job summary

An innovative firm is seeking a Senior CX Technology Solutions Advisor who excels in contact center technologies and AI. This remote role is ideal for someone with a consultative approach, capable of navigating complex client interactions and delivering transformative solutions. You will leverage your extensive knowledge of CCaaS platforms and AI technologies to create business value and drive growth. Join a dynamic team that values employee experience and fosters a culture of collaboration and excellence. If you thrive in a fast-paced environment and are passionate about enhancing customer experiences, this opportunity is perfect for you.

Benefits

Medical, dental, vision

Tax-advantaged health care accounts

Financial and income protection benefits

Paid time off (PTO)

Wellness time off

Qualifications

• 8+ years of industry experience with contact center technology.
• Proven track record in solutions engineering for CCaaS/AI solutions.
• Strong consultative approach with practical implementation methodologies.

Responsibilities

• Navigate early pipeline leads and opportunities for complex pursuits.
• Facilitate client discovery workshops to understand needs and define paths.
• Develop roadmaps showing how AI can transform CCaaS implementations.

Skills

CCaaS platforms

Artificial Intelligence

Consultative Excellence

Client Relationship Management

Technical Knowledge

Education

Bachelor's Degree

Master's Degree or MBA

Tools

Cisco

Genesys

Five9

NICE CXone

Talkdesk

IVA

Generative AI

Advanced Speech Systems

Job description

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.

TTEC Digital seeks an exceptional Senior CX Technology Solutions Advisor who excels with contact center technologies and artificial intelligence in the customer and employee experience domain. This role will serve as a trusted advisor for clients navigating the complex landscape where CCaaS platforms and AI capabilities converge. The ideal candidate will bring deep expertise in both traditional contact center technologies and emerging AI applications, creating a powerful combination that delivers transformative value to our clients. This person will demonstrate both technical knowledge with consultative excellence.

We're looking for someone who approaches client interactions with humility and genuine enthusiasm for how a strategic solution can transform customer experience, create scale, reduce cost, and fuel growth. This role requires someone who can connect technical possibilities with business outcomes while building strong relationships with clients and internal teams.

This is a 100% remote opportunity!

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)

$175,000 - $225,000 a year

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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, Virginia, DC, Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers 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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