TTEC Digital

Engineer

• Contact Center as a Service (CCaaS) software management and domain experience.
• NICE CXone and CXone Studio Experience
• Work as a member of the TTEC Digital project team to enhance and improve software written in one or more of the following languages: CXone Studio, C#, ASP.NET
• Code and test projects.
• Deliver high-quality software on time.
• Attend meetings and training as required.
• Work with system analysis and project management for the successful completion of a project.
• 1-2 years of ASP/.NET experience (C#, VS.Net, XML, Web Services, etc.)

NiCE CXone Engineer, Professional Services Consultant

Call Center Representative

• Design and oversee implementation of complex Dialogflow CX architectures
• Architect end-to-end integration patterns between CCAI and external systems
• Lead transition to Generative AI-driven workflows using Vertex AI
• Develop secure, scalable webhooks and middleware
• Optimize Speech-to-Text and Text-to-Speech configurations
• Implement Agent Assist modules for real-time suggestions
• Analyze conversation logs and establish CI/CD pipelines
• Mentor junior AI developers and provide technical coaching

Technical Lead, Google Cloud Contact Center AI

Director

• Manage projects and teams on the most complex Contact Center applications imaginable.
• Overall project owner and spearhead customer conversations.
• Operational leader understanding business impacts and technology decisions.
• Own the software development experience.
• Formulate ideas into solutions.
• Function in a pre and post sales role.
• Work and lead a team of engineers and solution architects.
• Partner across the entire organization to involve the right resources and technologies for each opportunity.
• Excellent customer-facing presentation skills with the ability to lead implementation teams and projects.
• Communicate how the CCaaS platform works and its application to solving business needs.
• Deliver the entire TTEC value proposition and be a thought leader for CX Transformation.

Executive Director, CCaaS

Customer Success Manager

• Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients.
• Ensure proactive, consistent communication using scalable outreach (email campaigns, webinars, automated check-ins).
• Monitor client health metrics and take preemptive action to improve retention and adoption.
• Own the resolution of client-reported satisfaction issues from identification to closure.
• Partner with internal teams to coordinate escalations, ensure SLAs are met, and communicate updates clearly to clients.
• Identify expansion opportunities (new modules, increased usage tiers).
• Track client usage metrics, health scores, and feature adoption with dashboards.
• Host regional or multilingual webinars for product updates, best practices, and “how-to” training.
• Use CRM, analytics, and automation tools to manage client portfolios at scale.

Client Success Manager

Architect

• Lead business and technical requirements sessions, translating needs into scalable, secure, and high performing Five9/CCaaS architectures.
• Own end to end solution delivery, including design, configuration, testing, deployment, rollout, and customer satisfaction.
• Serve as the primary technical authority across multiple concurrent initiatives with minimal oversight.
• Provide technical leadership, code reviews, solution governance, and quality assurance across the delivery lifecycle.
• Guide customers on best practices related to configuration, performance, scalability, security, and reliability.
• Design, configure, and deploy standard and advanced Five9 capabilities.
• Architect and implement complex integrations with third party systems including CRM/ITSM integrations.
• Troubleshoot complex issues across client browser applications, network, cloud and telecom layers.
• Lead and mentor engineers, consultants, and delivery team members to improve execution, technical depth, and solution quality.
• Partner with project managers to ensure accurate scoping, estimating, risk management, and timeline delivery.

Principal Architect – Five9 CCaaS Solutions

Software Engineer

• Developing and enhancing conversational chat bot solutions in relation to NICE Proactive AI Agent for client implementation projects.
• Work as a member of the TTEC Digital project team to enhance and improve software written in JavaScript.
• Code and test projects.
• Deliver high-quality software on time.
• Attend meetings and training as required.
• Perform system analysis and project management duties for the successful completion of a project.
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
• Exercises wide latitude in determining objectives and approaches to engagements.
• Mitigating and resolving code errors for development and future concepts.

Conversational AI Chat Bot Developer

Implementation Specialist

• Configure Five9 VCC and IVA applications according to solution specifications from Solution Architects and Business Analysts, following established best practice guidelines.
• Build and maintain inbound and outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and related system settings.
• Configure IVR/Studio IVA flows, including nested call paths, external variables, context tables, foreign scripts, and Studio based IVA logic.
• Implement WFA, QM/WEM, AI Insights, Agent Assist, Guidance Cards, Knowledge, dashboards, reports, and Supervisor Desktop configurations.
• Perform thorough configuration testing and validation prior to customer UAT or deployment.
• Build, test, and troubleshoot connectors, REST/SOAP API integrations, data mappings, and webhooks for CRM/ITSM integrations including support for OAuth/SAML authentication flows, error handling and payload parsing.
• Write and maintain JavaScript/HTML/CSS customizations (DOM manipulation, iframes, cookies, UI logic, and embedded components).
• Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify.
• Troubleshoot issues across Five9 components and diagnose cross layer problems spanning application, browser, network/SIP/RTP/VoIP, and telecom. Perform log capture, scenario reproduction, and root cause analysis, collaborating with senior engineers/architects on complex issues.
• Participate in client calls and technical working sessions, communicating progress, blockers, and status updates clearly to project managers and architects.
• Document configuration decisions, integration logic, test cases, and operational details, and contribute to internal best practice libraries, reusable assets, and configuration templates.

Senior Implementation Engineer – Five9, CCaaS Solutions

Operations

• Lead our project delivery efforts and partner with sales on business development
• Ensure our clients receive exceptional, effective solutions that enhance both end-customer and employee experiences and efficiencies
• Build and shape our consulting team, driving business growth through innovative strategies and successful project delivery
• Manage and actively contribute to the successful delivery of consulting projects
• Manage project timelines, budgets, and resource allocation effectively
• Monitor key performance indicators to assess the impact of process changes

Director, Strategy – Operations

Sales

• Generate new business revenue through the hands-on sale of multi-vendor CCaaS and CX transformation solutions
• Engage with client stakeholders to qualify needs and position TTEC Digital’s proven CCaaS and CX services and solutions
• Work collaboratively with internal Business Development, Solution Architecture, and Delivery teams to scope and design solutions aligned to client requirements
• Sell with leading CCaaS technology providers (e.g., NICE, Genesys, Google, Cisco, etc.) to drive joint sales activity and leverage co-sell opportunities
• Execute the full sales process, from qualification and solution demonstration to negotiation and closing
• Maintain accurate sales forecasting and pipeline management in Dynamics CRM
• Develop and present winning proposals and RFP responses that demonstrate clear business value and commercial terms
• Consistently meet or exceed new business revenue target

Executive Director – Digital Sales

Account Executive

• The Sales Executive (SE) is responsible for generating business revenue by acquiring new clients and expanding the business within existing clients selling Microsoft solutions focused on digital contact centers.
• This role will leverage our relationship as an award-winning Microsoft partner to serve clients of all sizes looking at solutions relating to Microsoft Cloud needs leading with the Microsoft Business Application product stack.
• The SE acts as a trusted advisor to our clients, developing new revenue opportunities, creating value-added opportunities, and cultivating mutually beneficial partnerships.
• Demonstrates resourcefulness and top-notch prospecting skills through a variety of means to identify clients and generate new revenue.
• Capable of presenting SOWs, ROMs, and capability presentations prospects/clients and to Microsoft in a clear and concise manner to all levels of the organization.
• Maximizes the total value of solutions sold through deeper penetration of existing accounts, actively using all appropriate resources to win additional business across the entire Microsoft cloud platform leveraging your industry knowledge around multiple use cases.
• Develops strong relationships with Microsoft Sales representatives and Microsoft Sales Leadership to create joint target account strategies and corresponding marketing activities, which result in new business opportunities.
• Presents proposals to corporate decision makers for new business, renewals, change orders, and expansion of existing base.
• Works collaboratively with sales leadership, sales engineering, consulting, POD SMEs and others to build interactive components and presentations which outline features, benefits and unique selling points to the prospect to include SOW and RFPs.
• Develops strong relationships with Interactive Intelligence and Microsoft Sales representatives to create joint target account strategies and corresponding marketing activities, which result in new business opportunities.
• Works closely with Project Management and Practice Teams to ensure successful post sales implementation and contractual fulfilment

Vice President, Digital Sales Executive

Technical Account Manager

• Serve as the primary post-sales point of contact, building trusted relationships across technical and operational stakeholders.
• Ensure clients effectively adopt and gain value from Amazon Connect and related AWS capabilities through proactive guidance, insights, and recommendations.
• Oversee technical execution across incidents, enhancements, change requests, release coordination, and environment stability.
• Monitor platform usage, performance trends, and health indicators; provide forward-looking recommendations that improve reliability and business outcomes.
• Maintain clear communication of risks, action plans, and technical decisions while coordinating with engineering, developers, and cloud support teams.
• Support renewal readiness and long-term planning by keeping environments optimized, documented, and aligned to the client’s roadmap.

• Grow your in-depth understanding of cloud contact center technology, including digital CX Strategy inclusive of the TTEC Digital portfolio of complimentary products and services
• Support all stages of the sales process as you work with multiple team members using your collaborative leadership approach and strategic planning to achieve sale goals and quotas
• Bring your expertise at promoting relationships with decision makers in client organizations, securing new business, new client accounts to maximize the value delivered by TTEC's services
• Oversee the full life cycle of the sales process from prospecting to closing while maintaining an accurate forecast with our CRM
• Be the trusted advisor to client prospects in offering solutions using effective sales strategies by demonstrating an understanding of their goals, urgencies, and customer experience challenges

VP, Digital Sales Executive

Artificial Intelligence

• Design and develop conversational AI solutions using Google CCAI.
• Interface with clients to develop user journeys/experiences, and influence decision-making as it relates to defining impactful experiences via AI.
• Create sample dialogs, conversational flow diagrams, and prototypes to effectively communicate voice and digital interactions and design ideas leveraging AI.
• Create and promote conversation design best practice standards, reusable design patterns, and processes.
• Guide intent identification and the associated phrases, entities, contexts, and business rules that define distinct conversational experiences.
• Apply concepts and practices related to NLP/NLU, sentiment analysis, Intent classification, dialog flows, text-to-speech, and speech-to-text to the conversational design process.
• Understand how data from API calls, databases, and other underlying technologies fit into experience design and collaborate with developers on solutions.
• Participate in playback sessions, QA reviews, and go-live support.
• Analyze data to identify trends and optimize conversational performance.
• Support ongoing monitoring and iterative improvements of deployed AI products.
• Leverage data sets to integrate information and identify trends that result in actionable insights for improvement to CCAI solutions and customer experience.

NiCE CXone Engineer, Professional Services Consultant

Technical Lead, Google Cloud Contact Center AI

Executive Director, CCaaS

Client Success Manager

Principal Architect – Five9 CCaaS Solutions

Conversational AI Chat Bot Developer

Senior Implementation Engineer – Five9, CCaaS Solutions

Director, Strategy – Operations

Executive Director – Digital Sales

Vice President, Digital Sales Executive

Technical Account Manager

Technical Account Manager

VP, Digital Sales Executive

Conversational AI Designer