Principal CCaaS Solution Architect

2 days ago

Manila, National Capital Region, Philippines TTEC Digital Full time
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.
Location:  Philippines.  This role offers remote work flexibility, allowing you to work from home while collaborating virtually with global teams.
Role Overview Reporting to the Director of Solution Architecture, and as a key member of the Pre-Sales team, the CCaaS Solution Architect drives technical strategy and consultative support during new account pursuits. This role combines deep technical expertise with strong business acumen to influence sales outcomes, deliver compelling presentations and demos, and position TTEC Digital as a trusted advisor.   You will collaborate closely with Account Executives to define winning solutions, shape pursuit strategies, and articulate the value of TTEC Digital's offerings across Customer Experience (CX) technologies.
What you'll be doing: Lead Technical Strategy
  • Partner with Account Executives to craft pursuit strategies that maximize win probability.
  • Analyze prospect pain points, motivations, and competitive landscape to inform solution design.
Deliver Impactful Engagements
  • Create and present tailored demos and vision clips showcasing TTEC Digital's "Art of the Possible."
  • Position and manage Proofs of Concept (POCs), including success criteria, contracting, and execution.
Own Solution Design & Orchestration
  • Develop technical solution documentation, scope definitions, quotes, and Statements of Work (SOWs).
  • Ensure seamless handoff to delivery teams with detailed knowledge of proposed solutions
Maintain Expertise
  • Stay current on CX technologies, TTEC Digital IP, and industry trends.
  • Provide competitive intelligence and market feedback to improve offerings
Key Responsibilities
  • Represent TTEC Digital with professionalism and credibility in client interactions.
  • Build trusted relationships with business and technical stakeholders.
  • Contribute to RFP responses, design sessions, and technical discussions.
  • Continuously enhance knowledge of:
  •  Contact Center & IP Telephony (Google, Cisco)
  •  CRM Platforms (Salesforce, Microsoft Dynamics, ServiceNow)
  •  Conversational AI & IVA Platforms
  •  Cloud Services (AWS, Azure, GCP)
  •  Generative AI for CX (bots, Agent Assist, summarization)
  • Author accurate SOWs using templates and CPQ tools.
  • Participate in ongoing education on emerging technologies.
What skills and experience you will bring:
  • Technical Expertise:
  • Deep understanding of CCaaS principles, IVR/IVA, routing, speech analytics, WFM, and CX analytics.
  • Knowledge of AI/ML models and generative AI applications in CX.
  • Familiarity with cloud architecture and services (AWS, Azure, GCP).
  • Consultative Skills:
  • Ability to translate technical concepts into business outcomes.
  • Strong presentation and communication skills.
  • Proven ability to build trust and influence decision-making.
  • Experience:
  • 5+ years in CX technologies (Cloud Contact Center, Unified Communications, AI).
  • Pre-sales consulting experience preferred.
  • Certifications in Cloud Contact Center platforms (Genesys, Cisco, NICE, Five9, etc.) required.
  • Cloud or AI certifications (AWS, Microsoft, Google) preferred.
  • Education:
  • Bachelor's degree in IT or related field preferred; equivalent experience considered.
We offer a competitive base salary, opportunity to participate in sales incentive plans, comprehensive benefits and upward career mobility

#LI-BN1 #LI-REMOTE
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 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.   #LI-RemotePhilippines We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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