Senior CX Technology Solutions Advisor

United States·AustinRemoteFull-Timesenior

OtherTechnology

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Overview

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.

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OtherTechnology

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!

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

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)