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Solutions Engineer - Cxaas, Contact Centre Technology

TTEC - Sydney, NSW

Source: uWorkin


We currently have a need to hire an experienced Contact Centre 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 centre, intelligent automation, digital channels, journey orchestration, voice self-service and conversational Bot solutions will be the key for success. We offer a competitive compensation package that includes a base salary and quarterly upside earning potential.


Develop Leads and Partner Relationships:

Develop and maintain relationships with key vendor partners such as Amazon AWS Connect, Cisco Genesys, Pegasystems, LivePerson and other and other related Contact Centre 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

Required skills:

5+ years presales experience designing complex cloud contact centre, intelligent automation, digital channels, journey orchestration, voice self-service and conversational Bot solutions.
3 to 5 years design and architecture experience working with Contact Centre solutions is preferred.
Ability to think critically and logically articulate technical recommendations into customer business value – both verbally and through compelling presentations and proposals
Ability to travel up to 20%