TTEC Digital

Customer Support

• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology.
• Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust.
• Responsible for project success, ensuring timelines and objectives are met with precision and efficiency.
• Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders.
• Author and deliver professional, effective presentations to client stakeholders.
• Follow best practices for developing engaging bot personas that engage users and properly represent the brand.
• Ensure the IVA interaction design and end experience reflect the intended persona.
• Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population.
• Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations.
• Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance.
• Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers.
• Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team.
• Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills.
• Contribute to internal and external thought leadership content development.

Senior Customer Experience Consultant – Conversational Design

ServiceNow

• Collaborate with the sales team to identify customer needs and design tailored ServiceNow solutions.
• Deliver compelling product demonstrations, proofs of concept, and presentations showcasing the value and capabilities of the ServiceNow platform.
• Address technical questions and objections during the sales process with confidence and clarity.
• Understand customer requirements and translate them into effective ServiceNow solutions aligned with their business goals.
• Work with cross-functional teams, including professional services and product management, to develop and document solution proposals.
• Act as a technical advisor and trusted partner to clients, guiding them through the evaluation and decision-making process.
• Build strong relationships with key stakeholders to ensure customer satisfaction and foster long-term partnerships.
• Stay updated on the latest ServiceNow product enhancements, industry trends, and best practices.
• Provide feedback to the product team to improve solutions based on customer input.
• Support marketing efforts through webinars, white papers, and other technical content as needed.

ServiceNow Solution Architect

• Designing, developing, and configuring solutions on the ServiceNow platform.
• Collaborating with clients and internal stakeholders to understand their requirements and translate them into technical solutions.
• Providing ongoing support to customers.

ServiceNow Developer

Support Engineer

• Provides sophisticated technical end-user support to client desktop systems
• Workstation setup, configuration, networking, mobile devices, and routine tasks over the phone
• Analyze, troubleshoot and resolve complex technical issues
• Demonstrate comprehensive critical thinking skills
• Focus on desktop, network, or mobile device problems related to hardware
• Ensure excellent customer interaction skills both verbally and orally

Desktop Support Technician

• Lead ServiceNow projects across modules, including SCM, FSM, ITSM, ITOM, HR, and GRC
• Create and manage project charters, plans, and documentation using NowCreate methodology
• Coordinate Agile and Hybrid Agile implementations with cross-functional teams
• Ensure compliance with project management standards and methodologies
• Communicate project status to stakeholders and facilitate client discussions
• Track milestones and maintain integrated delivery plans
• Manage project activities using tools such as MS Project, Excel, and ServiceNow-PPM/ITBM
• Support financial tracking and reporting for projects
• Identify and manage project risks and trade-offs
• Collaborate with internal teams to ensure efficient project execution

Project Manager, ServiceNow

ServiceNow Project Manager

Account Executive

• Responsible for generating business revenue through new clients and expanding existing business.
• Collaborate with Business Development Associates to identify strategic targets and generate opportunities.
• Build and manage corporate partner relationships with Microsoft to drive revenue and mutual value.
• Create joint target account strategies and marketing activities that result in new business.
• Develop strong relationships with Microsoft Leadership and Sales Representatives.
• Research, mine social media and identify strategic sales opportunities.
• Conduct opportunity assessments of clients and proactively develop account plans.
• Work collaboratively to build presentations that promote unique selling points to prospects.
• Develop SOWs and RFPs that meet established margin requirements.
• Integrate client, prospect and partner feedback to expand offerings within accounts.
• Maximize account value by widening offerings within existing accounts.
• Present proposals to client decision makers for renewal and new business.
• Collaborate with PMO and Practice to ensure successful implementation and client satisfaction.
• Partner with Client Account Managers to ensure a high degree of client satisfaction.

Sales Executive

Architect

• Collaborates with sales and delivery to develop client proposals around process and solution options, create roadmaps, and clearly explain technical concepts for shared understanding to facilitate decision-making
• Leads technical and non-technical executive- or sponsor-level client stakeholders on complex technical concepts or design implications
• Leads large-scale, complex technical requirements elicitation, design, and scoping discussions, internally and/or with existing and potential clients
• Decomposes large-scale requirements/user stories into tasks, and accurately estimates the effort for themselves or others to complete those tasks
• Professionally delegates technical tasks to other team members for multi-workstream projects of large scale and high complexity
• Demonstrates a consistent capability for effective project leadership on a variety of projects and project types, including multi-workstream large-scale complex projects with global teams
• Identifies problems independently and demonstrates proactive ownership of their solution, vets and evaluates others’ proposed solutions, and delegates ownership to others where appropriate
• Proactively and professionally raises and articulates risks with the PM, project delivery team, and internal leadership
• Productively collaborates with the project team and internal leadership on potential solutions and mitigation approaches, and participates in the related client communication at the sponsor level
• Demonstrates a proven, repeatable track record of successful large-scale project delivery
• Demonstrates an ability to monitor other consultants’ completion of tasks, to help other consultants eliminate or work around impediments, and to identify additional work for others

Principal Architect, Azure Cloud

Full-stack Engineer

• 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.
• We are looking for an experienced Cisco UCCE Principal Engineer to join our Contact Center Managed Services team.
• In this role you will be responsible for the scripting and configuration of UCCE Dialer applications while working with and interacting with our design and architecture leads, project management team, developers and testers.
• If you have experience with multi-site configurations in a consulting or large enterprise systems role, we want to talk to you!

Principal Engineer, UCCE

• AWS Sr. Software Developer to join our team. This is a remote role based in the US. • The TTEC Digital AWS Partner Practice, comprising over 150 brilliant experts, has been recognized with best-in-class awards from AWS, was the first signed Amazon Connect partner globally, and has delivered over 500 AWS customer launches, which have improved the customer experience (CX) for more than 3.5 million conversations to date. • As the backbone of our delivery teams, our AWS Sr. Software Developers, working remotely in the US, build and deploy our AWS Practice’s designed solution for our clients. AWS Developers will work to refine the process of delivering projects by building internal tools, suggesting new methods of designing and building a system, and providing feedback to their team leads on issues they are experiencing.