Genesys Sr. Principal Solution Architect

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.

At TTEC Digital, we focus on helping our clients to achieve exceptional experiences with their customers, employees, partners and prospects through use of communication and collaboration technologies. Our technology know-how and integration experience fuel our clients’ success in improving the overall experience they provide.

Position Purpose

As part of the Pre-Sales Organization, in a senior role, the Genesys Sr. Principal Solution Architect is expected to engage primarily in new account pursuits, providing highly technical, innovative and consultative sales support, delivering engaging presentations and demos, establishing a competitive positioning and influencing sales strategy in opportunities. By demonstrating thought leadership in the Customer Experience space across technology, concepts and market trends the Sr. Principal Solution Architect supports the positioning of TTEC as the No1 partner helping organisations on their way to CX excellence. In this leadership role, the mentoring of other team members, establishment of a solid partner network and cross practice collaboration will be essential functions of the Sr. Principal Solution Architect role.

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. In working with Account Executives, Solution Architects define the proposed solutions based on opportunity fit and win odds. They prepare presentation and demonstration agenda and stories, working with TTEC resources to develop tailored demos and vision clips. Solution Architects are responsible for technical solution documentation, solution scoping, quotation and Statement of Work (SOW) creation.

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

Key Accountabilities

- Demonstrate professionalism and leadership in representing TTEC to customers, 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 Art-of-the-Possible vision.

- Establish rapport with both business and technical prospect/customer contacts, becoming a trusted advisor.

- Actively contribute market feedback to services, support and product management teams to continuously improve TTEC’s market position, pricing and offerings.

- Maintain expertise in CX and related technologies, TTEC IP, and TTEC services offerings, including:

oContact center and IP telephony technologies from Genesys and other partners

oUnified Communications technologies including Microsoft Exchange and Teams.

oCustomer Relationship Management (CRM) solutions focusing on Microsoft Dynamics CRM.

oPre-Sales Strategic Business Consulting engagements

oTTEC IP solutions such as Smart Apps, Interaction Sync and Interaction Bots

oTTEC Managed Services solutions

oTTEC pre-packaged service offerings

oTTEC Support offerings.

oTTEC Hosted offerings, such as Azure and hosted applications / platforms.

oNetwork and system infrastructure offerings including core systems deployment and network assessments

·Maintain knowledge of competing technologies and Competitive Intelligence (CI) information that is released by TTEC vendors as well as generated in-house.

·Conduct internal and external webinars and present at TTEC and industry conferences, showcasing CX technologies, TTEC IP and TTEC services, as well as industry best practices and customer case studies.

·Review and approve Sales Quotes using TTEC Sales Operations tools.

·Author thorough and accurate Statements of Work.

·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.

·Provide escalation as needed to Solution Consultants in designing solutions and architectures for customers and prospects.

·Demonstrate leadership within and across TTEC practices, mentor team members and lead larger, international pursuit teams

·Complete miscellaneous projects and tasks as assigned.

·Participate in continuing education opportunities regarding emerging technologies related to TTEC’s market focus.

Competencies

· Personal: Strong interpersonal skills, high energy and enthusiasm, integrity and honesty, flexible, results driven, resourceful, problem solving ability, deal effectively with difficult situations, ability to prioritize and sees no as an opportunity.

· Leadership: Ability to gain credibility, motivate and provide informal leadership; work with a diverse customer base; maintain a positive attitude; lead and mentor other team members.

· Technical: Ability to understand and communicate technical concepts; utilizing related sales systems.

· Operations: Ability to manage multiple pursuits, and support requests. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.

Required Knowledge, Skills and Abilities

·Demonstrated knowledge of the solutions offered by TTEC and its strategic partners, with the ability to effectively communicate these solutions to clients.

·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 customers and partners to understand needs and identify opportunities.

·Strong leadership skills of teams across multiple geographies.

·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.

·Excellent time management skills with ability to prioritize workload to achieve results.

·Possess a passion for sales with a healthy sense of competition.

·Ability to work independently and as part of a team to achieve desired outcome.

·Broad knowledge of technology principles such as telecommunications, computer systems, software, networks, protocols, and API’s.

·Proficiency in the use of MS Office products.

Education and Experience

·Bachelor’s degree in IT-related discipline preferred; relevant experience in an IT environment considered.

·A minimum of 9 years of experience in the IT field working with key TTEC focus technologies such as Genesys and/or other Contact Center platforms, Unified Communications, Microsoft Dynamics or other CRM platforms etc.

·Current or past Technical Certifications in related technologies, such as Genesys or competitive products (Cisco, Avaya, Genesys, Aspect), Networking Vendors (e.g., Cisco, Juniper), and Operating Systems (e.g., Windows Server, Linux) preferred.

·Experience as a pre-sales consultant working with one or more of the key TTEC CXE solution areas: Contact Center, Unified Communications, CRM, etc., is preferred.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don’t take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com .

Please Note: this role is subject to an applicable DBS check, full details will be provided throughout the hiring process.

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