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Principal, Sales Engineering – Contact Center technologies


This is a Full-time position in Eugene, OR posted May 26, 2021.

At TTEC we are a leading global customer experience technology and services company focused on the design, implementation and delivery o ftransformative customer experience for may of the world’s most iconic and disruptive brands.

We deliver outcome-based customer engagement solutions, designing and building human-centric, tech-enabled, insight-driven customer experience solutions for clients.

TTEC blends strategic consulting and cloud-based technoloy platforms to design and build innovative customer experiences, all powered by insights.
We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.

We currently have a need to hire an experienced Contact Center Solutions Engineer to help develop leads and build partner relationships in support of our business development efforts.

Your knowledge and experience in the Cloud contact center, intelligent automation, digital channels, journey orchestration, voice self-service and conversational Bot solutions including Geensys, AWS Connect, or Cisco will be key for success in this role.

We offer a highly competitive compensation package that includes a base salary and quarterly upside earning potential.

**What you’ll be doing**

– Develop Leads and Partner Relationships:

– Develop and maintain relationships with key vendor partners such as Genesys, Cisco, Amazon Connect, Pegasystems, LivePerson and other and other related Contact Center technology vendor or service providers

– Leverage relationships and sales track record to obtain leads from partners through direct communication, and coordination with TTEC Business Development Managers

– Participate in initial data gathering and lead qualification with the prospective Client

– Develop Business / Technical Needs:

– Participate in client requirements discovery meetings with Senior Business and/or IT Execs down through Middle Management and/or Analysts

– Leverage TTEC’s Solutions Framework in informal requirements meetings or facilitated workshops

– Document critical business and/or IT requirements and “compelling events” requiring the client to make a change

– Develop Solution Design / Configuration / Viability:

– Conduct solution design meetings with partners and/or client personnel to confirm solution scope and the design required to fulfill requirements

– Develop detailed design solutions including bill of material configurations, logical call flows, and architecture diagrams

– Communicate and collaborate with delivery teams to develop timeline and staffing professional services’ estimates

– Develop ‘Solution Review’ presentations

– Participate in field Professional Services and Managed Services communications with partner Product Managers to resolve pre-sales design and configuration questions

– Develop and Present Solutions to the Client / Support Deal Closure

– Develop Proposals and SOWs using standard TTEC templates

– Lead product demonstrations to Client, coordinating with TTEC and Vendor demo leads to ensure what is demonstrated highlights TTEC’s story and meets the client’s requirements

– Provide a lead or major contributor technical role for RFP Response Development

– Coordinate preparation of materials and manage to completion the partner and internal Bid Assurance processes.

– Participate in Client Meeting Solution Reviews
– together with TTEC and partner personnel

– Contribute to ROI Business Case Analyses

– Provide insights on product improvements, TTEC process improvements, template development, etc.

– Provide insights on competitor service offerings

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