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Executive Director CCaaS

3 hours, 1 minute ago
United States
Full-time
Lead
Program Manager
Project and Program Management
Agile Cisco CRM
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 27

Description

  • Own end-to-end project success for complex CCaaS implementations, including delivery quality, profitability, and customer outcomes.
  • Lead technical teams of engineers and solution architects across client projects and implementations.
  • Run customer-facing discovery, requirements, and solution development sessions with business and technical stakeholders.
  • Develop solution approaches, proposals, and presentation materials to support deal closure and client alignment.
  • Contribute to RFP responses, ROI business cases, and technical solution reviews throughout the sales cycle.
  • Serve as an operational leader and thought partner on CX transformation, process automation, and omnichannel technologies.
  • Influence client executives, internal teams, and partner organizations on strategy, technology choices, and engagement direction.
  • Coach, mentor, and develop team members to improve execution, productivity, and delivery effectiveness.
  • Review technical efforts across all project phases and ensure alignment with project objectives.
  • Manage delivery budgets using Agile and waterfall sizing approaches and leverage FinOps for measurable results.

Requirements

  • Bachelor’s degree in computer science, IT, or engineering preferred.
  • 12 or more years of experience in contact center and UC environments.
  • 5 or more years of CCaaS project leadership experience.
  • Experience creating roadmaps and documenting end-to-end project approaches using cloud contact center technologies.
  • Experience with enterprise-level CCaaS architecture for complex business needs.
  • Experience presenting to executive-level stakeholders, both technical and non-technical.
  • Knowledge of or certifications in Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Zoom, Google CCAI, NICE CXone, Verint, Calabrio, CRMs, and process automation technologies.
  • Ability to function in both pre-sales and post-sales roles.
  • Excellent customer-facing presentation and communication skills.
  • Experience with platforms such as Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, or NICE CXone is preferred.

Benefits

  • $200,000 to $240,000 annual salary.
  • Eligibility to participate in an annual incentive program.
  • Medical, dental, and vision coverage.
  • Tax-advantaged health care accounts.
  • Financial and income protection benefits.
  • Paid time off (PTO).
  • Wellness time off.

Interested in this position?

Apply directly on the company website

Apply Now

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