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.
The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Genesys' Partner of the Year award 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.
This position plays a variety of roles from leading design sessions with customers, creating design documentation, testing, and conducting end user training on Genesys systems. The type of project work may include designing and implementing a new Contact Center solution, changes or enhancements to an existing solution or consulting on the use of Genesys products. The Principal Application Consultant provides mentorship to teammates within the Project Services department and throughout the Delivery organization. This position may serve as a project or internal team escalation point for any concerns related to the desired customer experience, mostly in design and testing phases of the project. The Principal Application Consultant is also responsible for creating and documenting best practices for design, testing, and training. Traveling to customer sites may be necessary depending on the project and task assigned. This position works closely with a team of Project Managers, Engineers, and Developers.
What You'll Be Doing
- Lead design sessions with customers.
- Collaborate with the customer to develop design specifications, business needs and other factors that impact operational requirements and end user experience.
- Document all system design which includes call flows and a data collection workbook. Depending on the design a Solution Design document might be needed.
- Exhibit knowledge and understanding of industry best practices.
- Compare customer’s current operations vs best practices.
- Collaborate with the customer to develop design specifications, business needs and other factors that impact operational requirements and end user experience.
- Identify key areas/opportunities for improvement.
- Leverage experience and examples of technology and processes to support analysis recommendations.
- Utilize a demo environment to present/review system features as part of the requirements gathering session.
- Assist with and/or create QA/UAT test scripts utilizing the design documentation (Visio call flows, data collections workbook, etc.).
- Execute internal end to end QA testing and communicate defects to build team.
- Train customers on the use of test scripts and defect reporting.
- Assist customer with planning their UAT environment and resource needs.
- Support customer during UAT.
- Host UAT stand-up meetings with customers to discuss testing progress, blockers, and questions.
- Maintain current knowledge of Genesys products and TTEC Digital applications.
- Conduct product demonstrations to teammates.
- Develop best practices around discovery, design, testing, and training.
- Create documents and tools to support the team and maintain consistency.
- Collaborate with sales team on scoping and quoting professional services.
- Assist and mentor peers within and across Genesys projects.
- Assist with the design of solution integrations such as CRM and other information systems.
- Conduct customer and internal product training.
What You'll Bring to the Role
- 4+ years experience deploying, testing, and supporting telephony projects in a customer facing environment.
- Genesys contact center solutions experience required
- Strong understanding of contact center business operations and processes, and the ability to identify and implement solutions that solve management needs.
- Excellent verbal & written communication. This includes the ability to effectively communicate technical concepts to non-technical audiences.
- Ability to analyze and problem solve.
- Solid presentation skills.
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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.
This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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Top Skills
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.
