TTEC Digital

Customer Success Manager

• Leading, coaching, and developing a team of Client Success Managers supporting low-touch/tech-touch accounts.
• Directly managing a portfolio of low-touch/tech-touch clients to ensure seamless delivery, satisfaction, and measurable outcomes.

Client Success Team Lead

• Leading, coaching, and developing a team of Client Success Managers supporting low-touch/tech-touch accounts.
• Directly managing a portfolio of low-touch/tech-touch clients to ensure seamless delivery, satisfaction, and measurable outcomes.
• Fostering a collaborative, high-performance team culture aligned to company values.
• Monitoring client health metrics and taking preemptive action to improve retention and adoption.
• Hosting regional or multilingual webinars for product updates, best practices, and “how-to” training.

Solutions Engineer

• Develop technical solutions and architecture diagrams for customer proposals and RFP responses
• Create Statements of Work (SOWs) that translate business requirements into actionable technical delivery plans
• Support RFP/RFI responses with technical content, solution narratives, and validating responses
• Collaborate with Solutions Architects to refine and validate solution designs
• Produce technical documentation, solution guides, and best practice content
• Create go-to-market collateral including solution briefs, technical white papers, and presentation materials
• Maintain our internal knowledge base of AWS contact center solutions and integration patterns for use in our RFP

AWS Solutions Engineer

Proposal Manager

• Analyze RFx requirements and advise the RFx team on how to submit high-quality proposal documents by the deadline. This includes evaluating and scoring intake surveys to make recommendations on a go/no-go decision.
• Lead a virtual pursuit team to complete the response on time, including developing a detailed proposal plan with a schedule and requirements matrix. Identify risks to a compelling, compliant proposal and take corrective action / escalate when necessary.
• Guide sellers in crafting win themes and storyboarding the overall response submission.
• Create proposal content and edit the content others submit to ensure win themes and proof points are used in compliance with the win strategy, client articulated format/instructions, and client objectives.
• Provide quality assurance of other proposal management team members’ proposals to check for consistency in the branding of our company and our services, including collaborating with internal SMEs on content that presents us as “one TTEC,” regardless of the technical platform(s) being proposed.
• Manage existing and moderate new content in the Responsive content library in collaboration with various SMEs and departments (Finance, Legal, Human Capital).
• Use internal AI tools to improve efficiency in developing proposals.
• Support data tracking on RFx win and down selection rates in Dynamics 365 CRM.
• Collaborate with colleagues at TTEC Engage, platform manufacturers, and RFx primes (when TTEC Digital is the sub) to ensure clear communication on roles and responsibilities and internal milestones and deadlines.

Project Manager

• Perform project setup and review tasks required to setup projects in the Enterprise Professional Services Automation (PSA) tool, ensuring projects are setup correctly, timely and accurately against the related Contract for revenue recognition, billing and resourcing.
• Perform project close out tasks in the Enterprise PSA tool to ensure projects have been fully and accurately closed prior to handing off to Accounting to complete the contract financially.
• Interact regularly with project and delivery resource managers coordinating project information and communications as directed.
• Perform resource assignment tasks in the Enterprise PSA tool to ensure projects have been fully staffed by working with Delivery and PMO Resource Management.
• Participate in meetings which identify project scheduling gaps and other administrative updates.
• Coordinate project administration with the Finance/Accounting team and systems.
• Understand the “hows and whys” of Avtex procedures in order to make decisions regarding exceptions or modifications to standard practice.
• Generate various reports for project management decisions on a regular basis, including gathering necessary information and formatting in a way which demonstrates project health.
• Verify department compliance to project process and required system updates. Assist with reporting, communication, and management of compliance.
• Perform PSA System Administration duties as assigned, including but not limited to User Setup, User Security, System Setup & Maintenance.
• Serve as company resource and administrative support for the time & expense reporting system within the PSA tool.
• Update documentation describing current PSA processes and procedures for this position as they change.
• Take on administration of systems managed and used by the PMO team and be a key participate in systems-related meetings as a PMO stakeholder representative, as assigned.

Project Operations Analyst

• Completes PSA labor and expense-based project setup tasks: setup based on the practice specific templates and type of labor and expense project, setup budget information, assign resources, assign default billing roles, assign Fixed Fees, assign task level budget hours information, create Billing Milestone tasks.
• Completes PSA system contract setup tasks: review and understand the won opportunity contract, estimate and obligations prior to commencing setup, set up contract components to ensure proper integration with the Oracle ERP system, setup required Fixed Fee and Fixed Fee Billing Schedules to support project POC and milestone billing, setup required T&M billing rates to support project T&M billing, initiate resource requests for resource assignment process.
• Completes resource assignment process tasks.
• Assist projects managers with financial related setup to ensure the Project Management related PSA setup meets financial contract obligations.
• Complete project-related Month-end schedule by coordinating with accounting and managing Project Management and Consulting & Delivery compliance to Month-end deliverables, including but not limited to: Time and Expense Submission and Approval Compliance Management, Verifying Fixed Bid % Complete Compliance by PMs, Time and Materials Billing support.
• Assists with reporting, communication, and management of process compliance.
• Completes special project-related tasks, as assigned.
• Manages Delivery Survey process and reporting.
• Completes specific departmental reporting updates and evaluation of key departmental reports. Makes recommendations to Project Operations management for actions to be taken.
• Take on administration of process/systems managed and used by the Project Operations team and be a key participant in systems-related meetings as a Project Operations stakeholder representative, as assigned.

Senior Project Operations Analyst

• Completes PSA system contract setup tasks: Review and understand the won opportunity contract, estimate and obligations prior to commencing setup, set up contract components to ensure proper integration with the Oracle ERP system, setup required Fixed Fee and Fixed Fee Billing Schedules to support project POC and milestone billing, setup required T&M Billing Rates to support project T&M billing, initiate resource requests for resource assignment process.
• Completes PSA labor and expense-based project setup tasks: Setup based on the practice specific templates and type of labor and expense project, setup budget information, assign resources, assign default billing roles, assign Fixed Fees, assign task level budget hours information.
• Create Billing Milestone tasks.
• Completes resource assignment process tasks.
• Completes Contract and Project Review and release for integration to ERP system.
• Conducts Contract Management & Compliance support, including but not limited to project contract billing, revenue, and forecast reconciliations, etc., as needed.
• Conducts Project Setup Audits and assists projects managers with financial related setup to ensure the Project Management related PSA setup meets financial contract obligations.
• Prepares or directs more junior team members on project-related Month-end schedule by coordinating with accounting and managing Project Management and Consulting & Delivery compliance to Month-end deliverables, including but not limited to: Time and Expense Submission and Approval Compliance Management, verifying Fixed Bid % Complete Compliance by PMs, Time and Materials Billing support, as needed.
• Assists with reporting, communication, and management of process compliance.
• Acts as a Project Operations & PSA Liaison to: Accounting, Delivery Leadership and Project Manager / Owners, Sales Operations, Sales, Compliance and Procurement.
• Completes special project-related tasks, as assigned.
• Manages Delivery Survey process and reporting.
• Completes specific departmental reporting updates and evaluation of key departmental reports. Makes recommendations to Project Operations management for actions to be taken.
• Take on administration of process/systems managed and used by the Project Operations team and be a key participant in systems-related meetings as a Project Operations stakeholder representative, as assigned.
• Owns execution of Project Change Orders and related process: Evaluates, assesses, and produces deduct and cancellation Change Orders for the Project Management Office to ensure accurate contract values are documented and reflected. Provides to Project Managers and/or CSMs to gather appropriate signatures.
• Trains Project Managers on Change Order process and related procedures for them to complete Change Orders independently.
• Assists Project Managers with Change Order creation and processing, where needed.
• Leads, mentors and trains more junior Project Operations staff who support the project Change Order process.

Client Success Team Lead

Client Success Team Lead

AWS Solutions Engineer

Proposal Manager

Project Operations Analyst

Senior Project Operations Analyst

Principal Project Operations Analyst