TTEC Digital

• Own the end-to-end agent and supervisor experience across live and post-interaction surfaces. • Set the standard for information hierarchy, interaction ergonomics, and real-time UX in dense operator tooling. • Partner with design to prototype and pressure-test flows before a line of production code ships. • Define perceived latency and interruption budgets for each real-time assist surface. • Measure success in AHT, agent adoption, CSAT, and the acceptance rate of the suggestions you surface. • A capability area’s backlog and specs. • Acceptance criteria and customer-pilot targets. • The customer voice in every spec review. • Billing-meter and RBAC scoping per feature. • Writes the one-page specs that gate every build.

• You’re one of two PMs reporting to the VP, Product Management. You own the platform behind the product — the AI services, Desktop Intercept, and Integrations that power every surface an agent or supervisor sees. • Your counterpart, PM – Workspace, owns the Agent UI, Control UI, and Active Listening UX on top of what you build. You partner constantly; you own different halves of the same product.

• Design, build, and scale production-ready Multi-Agent Systems (MAS) and complex AI workflows. • Bridge the gap between simple LLM prompting and robust, deterministic, enterprise-scale software engineering. • Leverage ADK to orchestrate specialized micro-agents, build reliable graph-based workflows, and integrate AI agents with enterprise datastores, APIs, and Model Context Protocol (MCP) tools. • Move AI from conceptual prototypes to high-throughput, mission-critical business systems deployed on Agent Engine.

• Leverage design thinking to help clients define project goals, encouraging them to think beyond efficiency and toward transformative outcomes, while architecting scalable solutions using Power Platform, Dynamics 365 CE, and Microsoft Fabric. • Serve as the subject matter expert for Dynamics 365 CE (including the Digital Contact Centre platform) and CX solutions, delivering compelling product demonstrations and presentations to prospective clients. • Lead client workshops to gather and document business requirements, creating Solution, Functional, and Technical Specifications to guide project execution. • Utilize Microsoft Fabric to design data pipelines, analytics, and reporting solutions that enhance decision-making, integrating seamlessly with Dynamics 365 CE and Power Platform components. • Stay current on industry trends, Power Platform advancements, Dynamics 365 CE updates, and Azure stack technologies, applying this knowledge to deliver innovative solutions. • Engage stakeholders to understand their needs, ask probing questions to uncover root challenges, and propose tailored, value-driven solutions. • Guide the deployment of solutions, ensuring secure integrations, adherence to governance best practices, and successful adoption by clients. • Mentor junior team members, sharing expertise to build a stronger, more effective team. • Operate effectively within cross-functional teams in a process-oriented environment, demonstrating flexibility and a commitment to exceeding client expectations.

• Provide the vision, execution, and direction to implement strategies, processes, and technologies that deliver best-in-class customer experience. • Morning meetings with internal team and clients • Requirements analysis and design conversations when starting new projects. • Work on issues in Jira with your team - building systems, creating CloudFormation/Serverless templates to deploy resources, etc. • Help junior team members with struggles in code and teamwork. • Study new AWS Services, tools, or even new languages to address project needs. • Ensure the team continues to polish our practice to deliver faster with higher quality and better performance for our clients.

• Support pipeline development and revenue growth in partnership with AWS • Identify, engage, and qualify new opportunities across targeted accounts and industries • Work closely with AWS Field Sellers and TTEC Digital sales leadership • Build and execute coordinated prospecting campaigns • Generate qualified opportunities aligned to joint go-to-market priorities • Execute multi-channel prospecting campaigns including email, phone, and social outreach • Collaborate with internal teams to refine messaging • Continuously refine prospect lists based on campaign performance

• Generate business revenue through new clients and expanding existing business. • Collaborate with Business Development Associates to identify strategic targets and generate opportunities. • Build and manage corporate partner relationships with Microsoft to drive revenue and mutual value. • Create joint target account strategies and marketing activities. • Develop strong relationships with Microsoft Leadership and Sales Representatives. • Research and identify strategic sales opportunities. • Conduct opportunity assessments and develop account plans. • Work collaboratively to build presentations promoting unique selling points. • Develop SOWs and RFPs. • Maximize account value and expand offerings within existing accounts. • Present proposals to decision makers for renewal and new business. • Collaborate with PMO and Practice for successful client implementations. • Partner with Client Account Managers for high client satisfaction.

• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology. • Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust. • Responsible for project success, ensuring timelines and objectives are met with precision and efficiency. • Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders • Author and deliver professional, effective presentations to client stakeholders • Follow best practices for developing engaging bot personas that engage users and properly represent the brand • Ensure the IVA interaction design and end experience reflect the intended persona • Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population • Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations • Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance • Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers • Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team • Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills • Contribute to internal and external thought leadership content development

• Engage with clients to identify opportunities and escalate to sales • Lead small-scale functional requirements discussions • Professionally delegate technical tasks and monitor completion • Present to clients in a persuasive manner

• Drive new business growth across CCaaS and Customer Experience solutions portfolio • Identify, develop, and close new logo opportunities within enterprise and upper mid-market organizations • Generate new business revenue through the sale of CCaaS, AI, customer experience, and digital transformation solutions • Develop and execute strategic account plans • Prospect and create pipeline through outbound business development activities • Engage executive stakeholders • Lead complex sales cycles from initial discovery through contract negotiation • Collaborate with Solution Architects and Partner teams • Manage sales opportunities, forecasting, and pipeline activity within CRM systems • Respond to RFPs and present solutions to executive audiences • Consistently achieve or exceed annual revenue and quota targets.