Director, Professional Services - CXone

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.

As the Director Professional Services, you will manage projects and teams on the most complex Contact Center applications imaginable. You are the overall project owner and spearhead customer conversations. You will be an operational leader who understands business impacts and technology decisions and can 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, formulate ideas into solutions, and function in pre- and post-sales roles. You will work and lead a team of engineers and solution architects.

• 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 Digital and partners.
• Lead technical teams for CCaaS implementations on client projects.
• Lead customer requirements sessions both business and technical.
• Own end-to-end project success including profitability and customer success.
• Mentor team members.
• Develop and present solutions to the client and support deal closure.
• Support proposal and solution overview documents.
• Contribute to RFP response development and client meeting solution reviews with Sales and Partners.
• Contribute to ROI business case production.
• Review technical efforts for all phases of the project.
• Communicate how the CCaaS platform works and how it can be applied to solving business needs.
• Deliver the TTEC Digital value proposition and be a thought leader for CX transformation.
• Provide insights on competitor service offerings.
• Lead delivery teams by providing coaching and mentoring 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 Fin Ops to achieve measurable results.

• Bachelor’s degree in computer science, IT, or engineering preferred.
• 10 or more years of experience in Contact Center and UC environments.
• 5 or more years of NICE CXone software project leadership.
• Excellent customer-facing presentation skills with the ability to lead implementation teams and projects.
• Experience creating a roadmap, planning and documenting end-to-end project approach using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, in Contact/NICE CXone and/or other cloud telephony platforms. NICE CXone highly preferred.
• Experience with enterprise-level CCaaS architecture for complex business needs.
• Experience creating and presenting to executive-level stakeholders (technical and non-technical).

$185,000 - $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 upon geographic location, work experience, education and/or skill levels.

• 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.

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. TTEC Holdings Inc. is the parent company for both Digital and Engage.…