Offer summary

Qualifications:

8+ years of industry experience in contact center technology., 5+ years of technical experience with IVA, Generative AI, and advanced speech systems., Experience with Google GCP and CCaaS suite design and architecture., Bachelor's degree required; master's degree or MBA is a strong plus..

Key responsibilities:

Lead self-service demo builds and customer sales presentations.

Provide input to the overall strategy for Google CCaaS solution architecture.

Define requirements and business specifications for technical design and estimation.

Collaborate with clients to design and implement conversational speech and messaging solutions.

Job description

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.

Team Overview

The TTEC Digital Google Partner Practice is a Google Cloud Contact Center Artificial Intelligence (CCAI) platform launch partner that can train, test, secure, deploy and integrate CCAI and the Vertex AI suite to produce multi-platform, data informed, enterprise solutions that fuel the exceptional employee and customer experience (CX).

We are looking for a Technical Architect with expertise in Google GCP, CCaaS, or UJET to join our dynamic Sales team. In this role, you will collaborate with external clients to design and implement cutting-edge conversational speech and messaging solutions. By leveraging your technical acumen with AI self-service solutions and creative problem-solving skills, you will craft intuitive user experiences that drive seamless customer interactions, enhance caller satisfaction, and optimize transaction completion—infused with the perfect balance of flair and personality.

What you will be doing:

Lead Self-Service demo builds and customer sales presentations

Provide input to overall strategy for Google CCaaS solution architecture

Define requirements and business specifications to drive technical design and estimation

What skills you will bring:

8+ Years of Industry Experience working with Contact Center Technology

5+ Years of Technical Experience with IVA, Generative AI and Advanced Speech Systems

1 to 2 years Google GCP Customer Experience/CCaaS Suite design and architecture experience

Experience in managing large multi-site contact center implementations

Experience managing development teams working with IVA & Speech applications. Familiar with call flows from IVR to CTI for call routing and screen pop

Experience in writing technical design specifications for IVA and Speech applications

Experience in developing call flows for complex applications

Successful track record of solutioning speech applications for contact center operations

Strong understanding of Generative AI design and Natural Language Processing design techniques for conversational applications

Strong knowledge of IVA, Speech Engine, Back-end, Reporting, and CTI architecture

Strong business analysis, requirements, design and documentation skills

Ability to communicate both functional and technical concepts to the client

Bachelor's Degree: master’s degree or MBA is a strong plus

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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.

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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