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About the Role

As the Director Professional Services, Genesys, you will manage projects and teams on complex Contact Center applications, acting as the overall project owner and spearheading customer conversations. You will be an operational leader explaining the business impacts and technology decisions to stakeholders, owning the software development experience, and formulating ideas into solutions. This role functions in a pre and post-sales capacity, leading a team of engineers and solution architects.

Responsibilities

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 and partners.
Lead technical teams for Genesys Cloud implementations on client projects.
Lead customer requirements sessions both business and technical.
Ownership and responsibility for end-to-end project success including profitability and customer success.
Ability to mentor team members.
Develop and Present Solutions to the Client / Support Deal Closure.
Support Proposal and Solution Overview documents.
Operate as a contributor role for RFP Response Development.
Participate in Client Meeting Solution Reviews – with Sales and Partners.
Contribute to ROI Business Case production.
Responsible for reviewing technical efforts for all phases of the project.
Ability to communicate how the Genesys platform works and how it can be applied to solving business needs.
Deliver the entire TTEC value proposition and be a thought leader for CX Transformation.
Provide insights on competitor service offerings.
Lead delivery teams by providing coaching and mentoring and fostering the next generation of talent 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 FinOps to achieve measurable results.

Requirements

Recognized as an external and internal thought leader within CX transformation, Process Automation Digital Transformation, and Omnichannel technologies.
Partners across the entire organization and partner ecosystem to involve the right resources and technologies for each opportunity.
Excellent customer-facing presentation skills with the ability to lead implementation teams and projects.
Influences opportunity strategy to incorporate the right technologies.
Exercises wide latitude in determining objectives and approaches to engagements.
Influences client leadership to establish overall business relationship and engagement strategy.
Primarily client-focused; however, does have some responsibility for internal functional matters and partner engagements.
Bachelor’s degree in computer science, IT, or engineering preferred.
12 or more years’ experience in Contact Center and UC environments.
7 or more years of Genesys project leadership.
Experience creating a roadmap, planning and documenting end to end project approach using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone and/or other cloud telephony platform.
Experience with enterprise level Genesys Cloud architecture for complex business needs.
Experience creating and presenting to executive level stakeholders (technical and non-technical).

Skills

Genesys
CX transformation
Process Automation
Digital Transformation
Omnichannel technologies
Webex Collaboration
Amazon Connect
Genesys Engage/Cloud
Zoom
Google CCAI
NICE CXone
Verint
Calabrio
CRMs
Process automation technologies
Agile
waterfall sizing approaches
FinOps

Location

Remote

Work Type

Full-time

Experience Level

12+ years experience in Contact Center and UC environments
7+ years Genesys project leadership

Education Level

Bachelor’s degree in computer science, IT, or engineering preferred

Benefits

Great Place To Work 2024-2025 certification

About the Company

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.
TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

Equal Opportunity

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.
As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.