TTEC Digital

• Responsible for the development, testing and delivery of the NICE CXone AI software platform. • Implement the NICE Proactive AI Agent, Cognigy and Omilia software. • Develop NICE Cognigy and Proactive AI product and features. • Unit testing, code reviews, resolving defects encountered during the QA cycle. • Support the production environment and assist other developers in a team environment.

• Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s) • Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies • Assess client needs and make configuration recommendations • Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification • Diagnose reported issues through root cause analysis

• Be the subject matter expert in AWS and Amazon Connect-based solutions in conversations with customers • Figuring out how to piece together solutions across AWS and other leading ISV solutions such as Verint, PEGA, Salesforce, and more as a cohesive, integrated solution • Design innovative solutions based on customer needs, requirements, and input that incorporate • Lead technical discovery with customers during the sales cycle • Deliver immersive demonstrations to showcase what can be done with Cloud, AI, and other tools for Customer Experience • Work closely with Business Development in defining technical strategy for opportunity pursuits and territory planning • Develop Presentations, Proposals, and Workshops based on customer need • Educate customers, partners, and peers on the value and benefits of AWS • Create Statements of Work that will implement the vision of the customer • Lead Workshops with Customers and Prospects on AWS • Build and nurture relationships with AWS and other vendor Solution Architects and Technical Leaders • Contribute to and leverage TTEC’s Solution Frameworks • Provide support for RFP Response • Work closely with Product and Services leadership to identify trends in Customer Needs to grow portfolio • Helping customers to expand beyond Amazon Connect to other AWS Services such as EKS, Sagemaker, Bedrock, S3, EC2, and more

• Responsible for Engagement Management by focusing on client relationships, cross-sell and up-sell opportunities, thereby contributing to additional business within the portfolio. • Demonstrates professionalism and leadership in representing TTEC Digital to customers and vendors. • Acts as an Executive Sponsor on multiple projects and programs. Guides complex, strategic initiatives. • Owns, plans, and leads Enterprise Projects & Programs across complex, large transformation engagements. • Responsible for North America (NA) and Global Delivery Center (Nearshore / Offshore) collaboration and driving work cohesion. Responsible for driving and executing on tangible metrics around offshore contribution to business. • Meets/exceeds billable expectation as determined by management (up to 25%) • Owns Profit/Loss across a portfolio of projects with a focus on contribution margin & realization while ensuring delivery against the company budget. • Oversees, leads, and guides end-to-end successful delivery of multiple parallel programs with laser focus around scope, client objectives, budget, and timeline, thereby ensuring both Client and Project Success. • Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks. • Responsible for owning, managing, and solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps. • Drives Customer Satisfaction & Reference-ability by being a trusted advisor to customers and leading by example. • Collaborates with the VP of Consulting & Delivery and VP of PMO to implement strategic process improvement initiatives, implementing new tools and templates, delivery excellence initiatives, and estimation refinement through continuous improvement. • Collaborates with Capability Directors and Managers, PMO on staffing projects effectively, resource management and feedback, bookings, hiring plans, and skills development. • Collaborates with Sales and PSAs on SOWs, estimation reviews, and approvals, best practices in sales/delivery collaboration, and process improvements in sales/delivery collaboration. • Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior. • Provides thought leadership, SME knowledge, and consulting and delivery industry best practices. • This position will provide work direction, feedback, and drive accountability of all resources (PMs, PSAs, Seniors, Consultants, Associates, etc.) across multiple projects and programs.

• 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. • You will be responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients. • You will function as a trusted advisor to our clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion. • The Ops Manager also manages internal and external communications regarding the client engagement.

• Works with a variety of clients and projects to maintain customer system performance • Builds and customizes new features in client systems, including web applications, reporting applications, and troubleshooting tools • Answers trouble tickets and guides customers via email, phone, and video conferences • Maintains and updates VoiceFoundry products and tools to improve and expand our offerings to clients

Role Description TTEC Digital is seeking a Principal Client Advisory to join our Managed Services practice. This is a remote, telecommute role based in Manila. In this role, you will serve as the operational and technical lead for a portfolio of managed services clients, driving service delivery and ensuring excellence across the full client lifecycle. You will act as a trusted advisor, overseeing client platform operations, leading client relationships, and managing day-to-day delivery while maintaining high levels of client satisfaction. You will play a key role in incident management, platform upgrades, contract renewals, and continuous improvement initiatives, partnering closely with cross-functional teams to resolve issues, mitigate risks, and identify opportunities to grow and optimize services. You will also be responsible for creating and delivering weekly and monthly service reviews for clients, providing service metrics, and collaborating with internal teams to support quarterly client reviews. In addition, you will help ensure compliance with client standards, including ITIL processes, security, and operational policies, while serving as a central point of coordination for internal and external communications. Additionally, you will support the transition from project delivery to ongoing support (Day 2) and contribute to the commercial success of each engagement by assisting with billing inputs, documentation, gathering requirements, and helping define level of effort for new initiatives. Qualifications - 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-prem environments - Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies - Strong background in client relationship management and consulting - Proven ability to manage incident response, change management, and service delivery processes - Solid understanding of ITIL frameworks and operational best practices - Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals - Demonstrated ability to mentor others and manage technical support teams - Strong communication, problem-solving, and stakeholder management skills - Ability to work effectively in a remote, global, and cross-functional environment Requirements - Oversee the management, trending, and analysis of support and change service requests - Perform ongoing platform health monitoring and system checks to ensure stability, performance, and capacity - Prioritize and coordinate work for technical resources to ensure timely completion of service requests and changes - Drive Change Management cycles and ensure visibility across stakeholders - Analyze platform performance metrics and implement action plans to address risks or issues - Coordinate incident and service request resolution from initiation through root cause analysis across Service Desk, Level II/III, and engineering teams - Serve as an escalation point for high-priority incidents (P1/P2), ensuring timely communication and resolution - Drive root cause analysis (RCA) follow-through, ensuring corrective and preventive actions are implemented - Maintain strong working knowledge of supported platforms and apply expertise to client environments - Ensure adherence to client policies and ITIL processes, including Incident, Problem, Change, Release, Security, and Asset Management - Build and maintain strong, trusted relationships with client stakeholders - Act as a strategic advisor and primary operational contact for assigned clients - Lead regular operational status reviews and business review meetings - Create and deliver weekly and monthly service reviews to clients, and provide service metrics input and collaborate with internal teams to support quarterly business reviews - Coordinate communications across Account Management, delivery teams, and third-party vendors - Proactively assess client satisfaction and identify opportunities for improvement - Conduct structured client feedback sessions and drive action planning based on outcomes - Capture and share lessons learned and best practices across internal teams - Mentor internal resources to ensure high standards of delivery and customer experience - Participate in and support contract renewal activities, including scope validation and service alignment - Partner with Business Development teams to identify account expansion and optimization opportunities - Assist in the development of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation - Track project run rates, resource utilization, and support accurate invoicing processes - Provide inputs to billing and financial reporting, including effort tracking and utilization data - Support pre-implementation planning, including requirements gathering, level of effort (LOE), and resource planning - Deliver regular account status updates and key client insights to internal stakeholders - Lead and support the transition of clients from project implementation to Day 2 support operations - Ensure all required support documentation is developed, maintained, and accessible - Set clear expectations with clients regarding support scope, responsibilities, and service delivery - Drive continuous improvement in delivery processes, tools, and client experience - Manage client expectations across ongoing support and project-related activities Benefits - Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries - Proud equal opportunity employer - Commitment to expanding a diverse and inclusive workforce

• Schedule stand-ups and other meetings with their team and their clients. • Manage the budget for all of their projects, constantly communicating with clients about the scope, timing, and remaining resources • Keep team members busy. There’s always work to be done. Our PMs help devs find the right work for them. • Assist in documenting the design of the process for the contact center • Provide key assistance for transitioning from delivery to managed services • Helping clients understand how the delivery team will meet their business goals and the costs around using those technologies. • Identifying tradeoffs between various solution options.

• Manage the overall delivery relationship with assigned program / project clients. • Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status. • Lead overall implementation of large enterprise projects and small programs, with team sizes varying from 3 to 50 people (TTEC Digital staff, contractors, client resources and vendors). • Set up and drive program management functions including a communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes. • Deliver weekly status reports, either developed directly or in concert with project managers working in the program, and providing project progress and issues to client stakeholders, delivery management and account team. • Ensure client stakeholder alignment and drive overall program customer satisfaction. • Develop and deliver financial reporting dashboards providing project financial status to client stakeholders. • Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the project/program, including delivery of change management required to address approved actions. • Review project invoices for accuracy. • Work with project staff to develop work plans and assign duties, responsibilities to ensure the specified project objectives are met. • Coach members of the project teams as needed to optimize the efficiency of the team. • Manage the program resource plan, project plan and schedule. • Achieve project goals within designated constraints. • Perform and support project management duties related to resource utilization and revenue projection. • Assist in the continuous improvement to the established project management methodologies.

• Respond to, triage, and resolve incidents and service requests across supported AWS environments. • Own incidents end-to-end, from initial alert or client report through resolution and closure. • Diagnose root cause issues, not just symptoms, and implement sustainable fixes. • Communicate clearly and professionally with internal teams and clients throughout incident lifecycles. • Escalate complex or high-risk issues appropriately to Incident Management or Development teams. • Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation. • Investigate and remediate alerts generated via CloudWatch and other monitoring tools. • Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful, actionable, and timely. • Perform routine health checks and platform reviews to identify risks before they impact clients. • Execute approved configuration changes, fixes, and enhancements in support of incident resolution or client requests. • Create and manage change tickets in alignment with internal change management processes. • Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review. • Support platform growth through implementation of new features, integrations, or AWS services. • Document incidents, resolutions, and changes thoroughly in ServiceNow. • Contribute to and maintain troubleshooting guides, runbooks, and operational documentation. • Participate in post-incident reviews and root cause analyses. • Apply lessons learned to improve monitoring, processes, and platform resilience over time. • Act as a trusted technical partner to clients during incidents and operational discussions. • Collaborate effectively with TAMs to support client health, stability, and satisfaction. • Work closely with Developers to identify recurring issues that may benefit from automation or code changes. • Uphold professional, calm, and customer-focused communication standards in all interactions.