The Role
Lead delivery of complex, multi-workstream AI and contact-center transformation programs on Google Cloud. Manage client relationships, executive communications, project financials, risks, resourcing, and benefits realization while coordinating global cross-functional delivery teams and Google alliance partners from design through deployment and adoption.
Summary Generated by Built In
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.
Join TTEC Digital's rapidly growing Google Practice, where we help organizations redefine customer engagement through AI-powered solutions built on Google Cloud, Gemini Enterprise CX, Vertex AI, Customer Engagement Suite (GECX), and Conversational AI technologies!
As a Principal Technical Project Manager, you will lead high-profile transformation programs that combine advanced AI capabilities with modern customer experience strategies. Working closely with executive stakeholders, architects, delivery teams, and Google alliance partners, you will drive the successful delivery of complex, multi-workstream initiatives that enable intelligent self-service, Agentic AI, contact center modernization, and enterprise-scale CX transformation. This role is ideal for a consulting lead who thrives at the intersection of technology, business strategy, and client success.
What you will be doing:
- Lead overall implementation of medium-to-large projects, with team sizes varying from 3 to 30 people (TTEC staff, contractors, client resources, and vendors)
- Manage the overall delivery relationship with clients
- Frequent and direct contact with senior-level managers, directors, and executives to provide project status
- Develop weekly status reports providing project progress updates on overall project health, risks and issues to client and account team
- Develop financial reporting dashboards providing project financial status to the client
- Identify and participate in implementing methods necessary to capture identified benefit metrics and business cases to support the project
- Support project VP in reviewing invoices for accuracy
Skills and experience you will bring:
- 7-10+ years of project/program management experience leading complex enterprise technology implementations within a consulting, professional services, or systems integration environment.
- 1-3+ years leading Google Customer Engagement Suite (CES/GECX), Google Conversational Agents, Vertex AI, Gemini, Contact Center AI (CCAI), and/or Google CCaaS implementations from solution design through deployment and adoption.
- Proven experience delivering large-scale customer experience (CX), contact center transformation, and AI-enabled modernization programs for enterprise customers.
- Demonstrated ability to lead and coordinate cross-functional global delivery teams of 10-50+ resources, including architects, AI engineers, developers, data analysts, QA, change management, and business stakeholders.
- Experience managing programs involving Generative AI, Large Language Models (LLMs), conversational AI, virtual agents, agent-assist, knowledge management, and automation solutions.
- Strong understanding of AI governance, responsible AI practices, model evaluation, prompt engineering concepts, security, compliance, and enterprise risk management.
- Expertise in managing project scope, financials, resource planning, risk management, executive communications, and stakeholder alignment across multiple workstreams.
- Proven ability to engage with and influence C-level executives, customer sponsors, and senior business leaders while serving as a trusted advisor throughout the engagement lifecycle.
- Strong knowledge of Agile, Scrum, Waterfall, and Hybrid delivery methodologies, with experience selecting and applying the appropriate framework based on project requirements.
- Advanced proficiency with project and portfolio management tools including Microsoft Project, Jira, Azure DevOps, Smartsheet, and Microsoft 365 collaboration tools.
- Exceptional written, verbal, presentation, facilitation, and executive communication skills, with a demonstrated ability to communicate complex AI and technical concepts to both technical and non-technical audiences.
- Strong analytical, problem-solving, and critical-thinking capabilities with a focus on driving measurable business outcomes.
- Experience managing projects with federal, regulated, or highly secure environments preferred.
- Ability to obtain and maintain a U.S. Government security clearance, as required.
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This position is eligible to participate in an annual incentive program. Actual compensation offered 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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Skills Required
- 7-10+ years of project/program management experience in consulting, professional services, or systems integration
- 1-3+ years leading Google Customer Engagement Suite (CES/GECX), Google Conversational Agents, Vertex AI, Gemini, Contact Center AI (CCAI), or Google CCaaS implementations
- Proven experience delivering large-scale CX, contact center transformation, and AI-enabled modernization programs
- Demonstrated ability to lead and coordinate cross-functional global delivery teams (10-50+ resources) including architects, AI engineers, developers, analysts, QA, and change management
- Experience managing programs involving Generative AI, LLMs, conversational AI, virtual agents, agent-assist, knowledge management, and automation
- Strong understanding of AI governance, responsible AI practices, model evaluation, and prompt engineering concepts
- Expertise in managing project scope, financials, resource planning, risk management, and executive stakeholder alignment
- Proven ability to influence and engage C-level executives and senior business leaders
- Strong knowledge of Agile, Scrum, Waterfall, and Hybrid delivery methodologies and ability to select/apply appropriate framework
- Advanced proficiency with Microsoft Project, Jira, Azure DevOps, Smartsheet, and Microsoft 365 collaboration tools
- Exceptional written, verbal, presentation, facilitation, and executive communication skills
- Ability to obtain and maintain a U.S. Government security clearance, as required
- Experience managing projects in federal, regulated, or highly secure environments
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.
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The Company
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.
