TTEC Digital

Sales Operations Manager

• Responsible for understanding the internal sales process from opportunity creation through project notification to better assist the sales team.
• Provides support to the sales team regarding opportunity contracting processes and systems through the sales cycle.
• Acts as a member of the primary Sales Quality Assurance (QA) Team, striving to maintain high levels of quality, accuracy, and consistency in the sales quality review process.
• Works closely with sales team members to resolve Sales QA outstanding issues, guiding team members through the process to alleviate as much administrative effort for sales as possible.
• Acts as liaison between the sales team and other internal customers such as procurement and accounting.
• Identifies opportunities for efficiency improvements by understanding bottlenecks and inconsistencies. Proposes new process alternatives.
• Provides guidance to Sales teams on contract requirements, including reviewing Terms & Conditions for accuracy, consistency, and relevance, advising on adjustments as needed to ensure documents meet the requirements of potential TTEC Digital audits.
• Works with the sales team to ensure data accuracy and integrity in our Customer Relationship Management system (CRM).
• Ability to handle multiple priorities at the same time as the role includes responsibilities within multiple queues within CRM as well as handling email correspondence within the SalesQA inbox in Microsoft (MS) Outlook.

Sales Operations Analyst

Solutions Engineer

• Be the subject matter expert in AWS and Amazon Connect-based solutions in conversations with customers
• Figuring out how to piece together solutions across AWS and other leading ISV solutions such as Verint, PEGA, Salesforce, and more as a cohesive, integrated solution
• Design innovative solutions based on customer needs, requirements, and input that incorporate
• Lead technical discovery with customers during the sales cycle
• Deliver immersive demonstrations to showcase what can be done with Cloud, AI, and other tools for Customer Experience
• Work closely with Business Development in defining technical strategy for opportunity pursuits and territory planning
• Develop Presentations, Proposals, and Workshops based on customer need
• Educate customers, partners, and peers on the value and benefits of AWS
• Create Statements of Work that will implement the vision of the customer
• Lead Workshops with Customers and Prospects on AWS
• Build and nurture relationships with AWS and other vendor Solution Architects and Technical Leaders
• Contribute to and leverage TTEC’s Solution Frameworks
• Provide support for RFP Response
• Work closely with Product and Services leadership to identify trends in Customer Needs to grow portfolio
• Helping customers to expand beyond Amazon Connect to other AWS Services such as EKS, Sagemaker, Bedrock, S3, EC2, and more

Presales Solution Architect – Amazon Connect

Support Engineer

• Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s)
• Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies
• Assess client needs and make configuration recommendations
• Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification
• Diagnose reported issues through root cause analysis

Principal Support Engineer, Genesys Cloud Managed Services

Director

• Responsible for Engagement Management by focusing on client relationships, cross-sell and up-sell opportunities, thereby contributing to additional business within the portfolio.
• Demonstrates professionalism and leadership in representing TTEC Digital to customers and vendors.
• Acts as an Executive Sponsor on multiple projects and programs. Guides complex, strategic initiatives.
• Owns, plans, and leads Enterprise Projects & Programs across complex, large transformation engagements.
• Responsible for North America (NA) and Global Delivery Center (Nearshore / Offshore) collaboration and driving work cohesion. Responsible for driving and executing on tangible metrics around offshore contribution to business.
• Meets/exceeds billable expectation as determined by management (up to 25%)
• Owns Profit/Loss across a portfolio of projects with a focus on contribution margin & realization while ensuring delivery against the company budget.
• Oversees, leads, and guides end-to-end successful delivery of multiple parallel programs with laser focus around scope, client objectives, budget, and timeline, thereby ensuring both Client and Project Success.
• Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks.
• Responsible for owning, managing, and solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps.
• Drives Customer Satisfaction & Reference-ability by being a trusted advisor to customers and leading by example.
• Collaborates with the VP of Consulting & Delivery and VP of PMO to implement strategic process improvement initiatives, implementing new tools and templates, delivery excellence initiatives, and estimation refinement through continuous improvement.
• Collaborates with Capability Directors and Managers, PMO on staffing projects effectively, resource management and feedback, bookings, hiring plans, and skills development.
• Collaborates with Sales and PSAs on SOWs, estimation reviews, and approvals, best practices in sales/delivery collaboration, and process improvements in sales/delivery collaboration.
• Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior.
• Provides thought leadership, SME knowledge, and consulting and delivery industry best practices.
• This position will provide work direction, feedback, and drive accountability of all resources (PMs, PSAs, Seniors, Consultants, Associates, etc.) across multiple projects and programs.

Engagement Director – Microsoft Azure

Technical Program Manager

• 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.
• You will be responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients.
• You will function as a trusted advisor to our clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion.
• The Ops Manager also manages internal and external communications regarding the client engagement.

Technical Operations Manager

Backend Engineer

• Works with a variety of clients and projects to maintain customer system performance
• Builds and customizes new features in client systems, including web applications, reporting applications, and troubleshooting tools
• Answers trouble tickets and guides customers via email, phone, and video conferences
• Maintains and updates VoiceFoundry products and tools to improve and expand our offerings to clients

AWS MS Engineer – Typescript, Node.js

Project Manager

• Schedule stand-ups and other meetings with their team and their clients.
• Manage the budget for all of their projects, constantly communicating with clients about the scope, timing, and remaining resources
• Keep team members busy. There’s always work to be done. Our PMs help devs find the right work for them.
• Assist in documenting the design of the process for the contact center
• Provide key assistance for transitioning from delivery to managed services
• Helping clients understand how the delivery team will meet their business goals and the costs around using those technologies.
• Identifying tradeoffs between various solution options.

AWS Project Manager

Technical Project Manager

• Manage the overall delivery relationship with assigned program / project clients.
• Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status.
• Lead overall implementation of large enterprise projects and small programs, with team sizes varying from 3 to 50 people (TTEC Digital staff, contractors, client resources and vendors).
• Set up and drive program management functions including a communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes.
• Deliver weekly status reports, either developed directly or in concert with project managers working in the program, and providing project progress and issues to client stakeholders, delivery management and account team.
• Ensure client stakeholder alignment and drive overall program customer satisfaction.
• Develop and deliver financial reporting dashboards providing project financial status to client stakeholders.
• Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the project/program, including delivery of change management required to address approved actions.
• Review project invoices for accuracy.
• Work with project staff to develop work plans and assign duties, responsibilities to ensure the specified project objectives are met.
• Coach members of the project teams as needed to optimize the efficiency of the team.
• Manage the program resource plan, project plan and schedule.
• Achieve project goals within designated constraints.
• Perform and support project management duties related to resource utilization and revenue projection.
• Assist in the continuous improvement to the established project management methodologies.

Principal Technical Project Manager

Full-stack Engineer

• Morning meetings with our internal team and clients
• Requirements analysis and design conversations are conducted when you have a new project starting.
• Working on issues in Jira with your team - building systems, creating CloudFormation/Serverless templates to deploy resources, etc.
• Learning best practices used in the NodeJS, JavaScript/TypeScript, and Python communities
• Working with your mentor/team lead to further knowledge of AWS Services, tools, or even new languages to address project needs.
• You need to be ready to learn quickly!

AWS Software Developer

Consultant

• Own and manage the services P&L, including revenue, cost, and margin performance
• Drive forecasting, budgeting, and financial planning for services delivery
• Monitor project financials and take corrective action to protect margins
• Develop and track KPIs such as gross margin, billable utilization, and revenue per resource
• Ensure accurate project accounting (revenue recognition, cost tracking, margin analysis)
• Partner with delivery teams to manage budget vs. actuals across all engagements
• Implement standardized project financial tracking and reporting frameworks
• Identify risks related to scope, cost overruns, and delivery timelines
• Optimize employee utilization rates across projects
• Manage resource planning, capacity, and demand forecasting
• Balance workload to maximize billable hours while maintaining quality
• Track and improve key metrics (utilization %, billable vs. non-billable time)
• Develop and execute training programs to improve team capabilities
• Identify skill gaps and build targeted enablement plans
• Support onboarding and continuous learning for delivery teams
• Foster a high-performance, accountable culture

Senior Consultant, Resource Management

• Serve as a trusted advisor to clients, providing expert guidance on contact center operations, CX strategies, and AI enablement.
• Work with consulting teams to design and operationalize solutions that prioritize both the customer and employee experience (EX), ensuring that people, process and technology transformations are rooted in empathy and human-centric design.
• Organize and facilitate working sessions and workshops with key stakeholders to define strategy and elicit business requirements.
• Synthesize learnings from engagements into complete deliverable packages for the client, including current state assessments, gap analyses, roadmaps, and business cases.
• Author and deliver professional, effective presentations to client stakeholders, ensuring complex strategies are communicated clearly to executive leadership.
• Apply data to business case development to demonstrate how AI and digital solutions can deepen customer relationships and increase sales.
• Participate in the design and continuous improvement of standard consulting methods, frameworks, and artifacts.
• Actively participate in personal growth and professional development activities.

CX Management Consultant

• Leading daily standups and service review meetings with your internal team and clients as needed, covering ongoing incidents, change requests, and operational health.
• Owning the operational stability of client AWS environments — monitoring, incident response, root cause analysis, and remediation.
• Managing and executing change requests and enhancement work through Jira, including infrastructure-as-code updates using CloudFormation and Serverless Framework templates.
• Collaborating with clients on roadmap planning, translating evolving business needs into actionable backlog items for your MSP team.
• Mentoring junior developers on both technical skills and the discipline required for managed services: documentation, runbooks, and SLA awareness.
• Staying current on the latest AWS services and broader cloud industry trends, proactively identifying opportunities to improve client environments.
• Contributing to internal MSP best practices, tooling, and playbooks to improve team efficiency and service quality.
• Handling professional conflict constructively — the lead has final say on technical decisions and is responsible for maintaining team morale and cohesion.

Senior AWS Developer, Node.js/TypeScript

Sales

• Drive net-new revenue within Public Sector, Higher Education institutions across the Upper Midwest
• Qualify and convert hyperscaler-generated leads (AWS, Microsoft, & Google) into active pipeline
• Build strategic relationships across campus buying centers, including:
• o Campus Police Departments (contact center environments)
• o Enrollment Operations (registration and surge periods)
• o University IT leadership and administrative stakeholders
• Close mid-market opportunities typically ranging from $500K - $1M
• Collaborate with internal solution consultants and partner teams to position CX, CCaaS, AI, and cloud solutions
• Establish a repeatable Higher Education sales motion within the region
• Leverage Midwest relationships to expand into university systems and support selective City/County or state-level engagement

Sales Director – Higher Education

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 – Azure

• Lead, mentor, and grow a team of Microsoft ABS Solution Architects supporting presales and strategic pursuits.
• Establish best practices, standards, and repeatable presales motions across Dynamics 365, Power Platform, Copilot, and Contact Center solutions.
• Drive asset and accelerator development (e.g., reference architectures, demo environments, solution playbooks, proposal content, and reusable IP) to improve sales velocity and consistency.
• Create and drive multi-practice opportunities by collaborating across CX, Data & AI, Azure, and Managed Services teams.
• Partner closely with Delivery leadership to ensure solution designs are feasible, scalable, and aligned to delivery excellence.
• Stay current on Microsoft product roadmaps, licensing changes, and industry trends to keep the practice market-leading.
• Partner with sales leadership to uncover customer business challenges and map them to Microsoft AI Business Solutions.
• Lead solutioning for complex opportunities, including executive-level presentations, whiteboarding sessions, and value-based storytelling.
• Develop and deliver high-quality responses to RFPs and RFIs aligned to customer goals, Microsoft best practices, and competitive differentiation.
• Act as a trusted advisor to clients, guiding them through modernization, AI adoption, and digital transformation journeys.
• Architect scalable, secure, and cost-effective solutions using various Microsoft products.