Senior CX Technology Solutions Advisor

Join to apply for the Senior CX Technology Solutions Advisor role at TTEC Digital
.

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.

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.

The candidate will demonstrate both technical knowledge and consultative excellence.

• 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, and 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 with a target of $2‑3 million per quarter of influenced revenue.
• Contribute to the ongoing maturation and differentiation of our go‑to‑market strategy.
• 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 (conversational AI, predictive analytics, agent assistance tools) and ideally some early experience with agentic technologies.
• Expertise with related technologies: WFM, QA, dialers, telephony, etc.
• Proven track record in solutions engineering or pre‑sales technical roles for CCaaS/AI solutions.
• 8+ years of industry experience working with contact center technology.
• 5+ years of technical experience with IVA, generative AI, and advanced speech systems.
• Experience managing large multi‑site contact center implementations.
• Strong knowledge of IVA, speech engine, back‑end, reporting, and CTI architecture.
• 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 or MBA is a plus).

$175,000 – $225,000 a year.

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 on geographic location, work experience, education,…