CCaaS Solutions Architect (Presales)

The TTEC Digital Microsoft Partner Practice, consisting of over 100 experts globally and growing, have the most recent certifications and experience with Azure AI, Power Platform and Microsoft Business Applications, earning them AI Inner Circle Awards, Eagle Awards, Partner of the Year, and eight Business Apps Inner Circle awards, all of which validate our employees' innovative industry solutions that fuel our clients' exceptional customer experience (CX).

As part of the Pre-Sales Organization, the Solution Architect is expected to engage primarily in new account pursuit, providing highly technical and consultative sales support, delivering engaging presentations and demos, establishing competitive positioning and influencing sales strategy in opportunities.

Solution Architects gain an understanding of prospect pain points and motivations, as well as opportunity dynamics and competitive landscape to help formulate the pursuit strategy. Solution Architects work with Account Executives to define the proposed solutions based on opportunity fit and win odds.  They prepare presentation and demonstration agenda and stories, working with TTEC Digital resources to develop tailored demos and vision clips. They position Proofs of Concept (POC’s) as part of the pursuit strategy, establish POC success criteria, coordinate POC contracting, and work alongside TTEC Digital POC resources to ensure a successful outcome.  Solution Architects are responsible for technical solution documentation, solution scoping, quote and Scope of Work (SOW) creation.

Solution Architects maintain deep and broad knowledge of the Customer Experience (CX) and related technologies represented by TTEC Digital, and of one or more vertical industries, in much greater depth and expertise. They perform presentations to large audiences at industry conference events, as well as participate in user groups, blogs / social media posts, and other activities as public advocates for TTEC Digital and key partner technologies.

Solution Architects participate in client sales calls, design meetings, technical discussions, technical research, RFP support, and Scope of Work creation.

• Demonstrate professionalism and leadership in representing TTEC Digital to clients, prospects and vendors.
• Collaborate with Account Executives to establish a pursuit strategy and solution definition that maximizes win odds.
• Gain understanding of prospect’s background, pain points, and motivations that are generating and will shape the opportunity.
• Gain understanding of the opportunity’s competitive landscape and key decision criteria.
• Deliver targeted presentations and demonstrations both in-person and remotely, using CX and industry knowledge to create impactful stories showcasing the TTEC DigitalArt-of-the-Possible vision.
• Establish rapport with both business and technical prospect/ client contacts, becoming a trusted advisor.
• Actively contribute market feedback to services, support and product management teams to continuously improve TTEC Digital’s market position, pricing and offerings.
• Maintain expertise in CX and related technologies, TTEC Digital IP and TTEC Digital services offerings including: Contact center and IP telephony technologies from various partners; Unified Communications technologies including Microsoft Teams; Customer Relationship Management (CRM) solutions such as Microsoft Dynamics CRM, Salesforce, ServiceNow and other CRM platforms ;TTEC Digital IP solutions such as Smart Apps, CRM and WFM Connectors and BI integrations such as TTEC Insights; TTEC Digital Managed Services solutions; TTEC Digital pre-packaged service offerings; TTEC Digital Support offerings; TTEC Digital hosted offerings such as Azure and hosted applications / platforms.
• Maintain knowledge of competing technologies and Competitive Intelligence (CI) information that is released by TTEC Digital vendors as well as generated in-house.
• Conduct internal and external webinars and present at TTEC Digital and industry conferences, showcasing CX technologies, TTEC Digital IP and TTEC Digital services, as well as industry best practices and client case studies.
• Review and approve Sales Quotes using TTEC Digital Sales Operations tools such as CPQ.
• Author thorough and accurate Statements of Work using TTEC Digital templates and automation from Sales Operations tools such as CPQ, with final responsibility for project scope, deliverables, client requirements and out-of-scope items, among other areas.
• Detailed knowledge of the software/hardware/services being implemented specifically to facilitate in transition of project details to Delivery Team(s) as needed for project kickoff.
• Participate in continuing education opportunities regarding emerging technologies related to TTEC Digital’s market focus.

• Bachelor’s degree in IT-related discipline preferred; relevant experience in an IT environment considered.
• A minimum of 9 years of experience in the CX field working with key TTEC Digital focus technologies such as Premise and Cloud Contact Center platforms, Unified Communications, CRM systems, Speech and Text Analytics and other Contact Center AI technologies.
• Current or past technical certification in Contact Center technologies such as Genesys, Cisco, Avaya, NICE, Talkdesk, Five9, Amazon Connect, etc is required.
• Deep knowledge of CCaaS technology principles such as telecommunications and protocols, IVR/IVA, routing, speech and TTS, speech and text analytics, workforce management, quality management, and contact center, customer analytics and reporting.
• Knowledge of IVA platform(s) / Conversational AI for both voice and digital bot creation.
• Knowledge of Cloud architecture and services, especially from AWS, Azure and GCP.
• Knowledge of generative AI and AI models especially as used in CX use cases such as bots, Agent Assist and Summarization.
• Strong relationship building and interpersonal skills to include ability to quickly establish credibility and trust.
• Strong presentation, communication and collaboration skills.
• Ability to develop consultative relationships with clients and partners to understand needs and identify opportunities.
• Superior negotiation skills with ability to overcome objections.
• Superior internal communication and presentation skills demonstrating influence and persuasion, including the ability to translate technical concepts into business outcomes.
• Ability to quickly and independently learn new technologies
• Demonstrated drive to deliver high levels of customer experience and satisfaction.
• Possess a passion for sales with a healthy sense of competition.

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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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