The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded partner of the year 14 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience.
As the Executive Director Professional Services, CCaaS, you will manage projects and teams on the most complex Contact Center applications imaginable. You are the overall project owner and spearhead the customer conversations. You will be an operational leader who understands the business impacts and technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business. You will own the software development experience. You will formulate ideas into solutions. Ability to function in a pre and post sales role. You will work and lead a team of engineers and solution architects.
- Recognized as an external and internal thought leader within CX transformation, Process Automation Digital Transformation, and Omnichannel technologies.
- Partners across the entire organization and partner ecosystem to involve the right resources and technologies for each opportunity.
- Excellent customer-facing presentation skills with the ability to lead implementation teams and projects.
- Influences opportunity strategy to incorporate the right technologies.
- Exercises wide latitude in determining objectives and approaches to engagements.
- Influences client leadership to establish overall business relationship and engagement strategy. Is primarily client-focused; however, does have some responsibility for internal functional matters and partner engagements.
- Existing knowledge and/or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Zoom, Google CCAI, NICE CXone, Verint, Calabrio, CRMs, and process automation technologies
What You'll Be Doing
- Develop Customer, Business Development, Engineering, Marketing, and Partner Relationships:
- Leverage relationships to establish credibility.
- Lead and participate in the initial opportunity qualification, data gathering, and solution development with TTEC and partners.
- Lead technical teams for CCaaS implementations on client projects.
- Lead customer requirements sessions both business and technical
- Ownership and responsibility for end-to-end project success including profitability and customer success.
- Ability to mentor team members
- Develop and Present Solutions to the Client / Support Deal Closure
- Support Proposal and Solution Overview documents.
- Operate as a contributor role for RFP Response Development
- Participate in Client Meeting Solution Reviews – with Sales and Partners
- Contribute to ROI Business Case production.
- Responsible for reviewing technical efforts for all phases of the project.
- Ability to communicate how the CCaaS platform works and how it can be applied to solving business needs.
- Deliver the entire TTEC value proposition and be a thought leader for CX Transformation.
- Provide insights on competitor service offerings.
- Lead delivery teams by providing coaching and mentoring and fostering the next generation of talent to enhance execution, improve productivity, and drive efficiencies.
- Communicate and influence executives across the business, technology, and partner organizations.
- Manage budgets using Agile and waterfall sizing approaches, ensuring transparency across delivery programs, and utilizing FinOps to achieve measurable results.
What You'll Bring to the Role
- Bachelor’s degree in computer science, IT, or engineering preferred.
- 12 or more years’ experience in Contact Center and UC environments.
- 5 or more years of CCaaS project leadership.
- Experience creating a roadmap, planning and documenting end to end project approach using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone and/or other cloud telephony platform.
- Experience with enterprise level CCaaS architecture for complex business needs.
- Experience creating and presenting to executive level stakeholders (technical and non-technical).
Skills Required
- 12 or more years' experience in Contact Center and UC environments
- 5 or more years of CCaaS project leadership
- Bachelor's degree in computer science, IT, or engineering preferred
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
