Omnichannel Solutions Lead - US Nationwide Search, Remote / Telecommute
Chicago, IL

Job Description

TTEC is seeking a Omnichannel Solutions Lead to join our Technology Services team. This is a telecommuting opportunity with client site travel requirements.

The Omnichannel Solutions Lead will provide consultancy, discovery, design, deployment, and delivery support of our contact center solutions. This is an excellent career opportunity for someone with extensive omnichannel experience to take TTEC's contact center professional services to the next level of omnichannel delivery.

What you'll be doing:

* Own and drive improvement to TTEC omnichannel methodology and practice


* Be the subject matter expert in the delivery of full-life cycle of omnichannel projects, from pre-deployment through roll out and in a continuing consultative role.


* Represent our omnichannel approach and philosophy to customers in the sales cycle, and assist in the design and creation of compelling proposals


* Become the trusted adviser to the customer through implementation lifecycle


* Provide feedback on the design and capabilities of omnichannel solutions to incorporate lessons learned in the field


* Be an evangelist omnichannel solution set


* Direct and mentor omnichannel architects and engineers


* Work and collaborate with project teams consisting of TTEC Professional Services staff, client resources, contract resources and 3rd party vendors.


* Lead Requirements and Design workshops to discover, analyze, and document application requirements from both the client's and the client's customer perspective


* Educate clients on best practices around omnichannel and gain consensus on the design and contact flows


* Assist in implementing these designs, including instructing and supervising engineer during application build, and performing analysis verifying the usability and effectiveness of the omnichannel solution


* Work and collaborate with project teams consisting of TTEC Professional Services staff, client resources, contract resources and 3rd party vendors.


* Ability to travel up to 50% and work on client's site throughout the country and telecommute/work remotely from home during various phase of the project lifecycle.


* Manage project portfolio to ensure quality, on-time and on-budget implementations using a mix of global resources



What skills you will bring:

* Bachelor's degree or recognized equivalency or achievement of recognized professional level
* Deep understanding of contact centers, omnichannel technologies, strategies, design, and customer experience
* Comprehensive knowledge and working ability with chat, email, SMS and co-browse technologies
* Subject Matter Expert of one omnichannel technology and experience in at least one other
* eGain
* Upstream Works
* Acqueon
* SalesForce (SFDC) or other CRM Omnichannel solution


* Experience with integrating Omnichannel solutions with Cisco Unified Contact Center Enterprise
* Proven track record facilitating customer experience consulting and defining future state environments utilizing a multi-phased implementation strategy/roadmap based on findings and potential benefits
* Ability to articulate implications of future state design to client
* Exceptional communication skills; written, presentation, facilitation, oral, establishing a benchmark for quality deliverables
* Experience managing/selling complex programs, operations, and project launches
* Stays current on competitive drivers and key metrics for client's industry
* Converts ideas for intellectual capital into methodology, offer, best practices, benchmarks, white papers, toolkits, reusable code, etc
* Develops/delivers add-on proposals and resource estimates
* Ability to travel up to 50%

Required soft skills:

* Proven self-starter, with an entrepreneurial, innovative and self-reliant style
* Solid mix of business consulting, technical skills, and relationship development skills
* Posses strong attention to detail
* Advanced knowledge of Microsoft Office - Excel, Word, and Visio


* Excellent presentation, and problem-solving skills.


* Provide mentoring and support to junior support staff members.


* Ability to lead other teams where you do not have extensive technical background


* Ability to maintain leadership in difficult situations


* Ability to help influence and lead the client to the best possible solution when it is not readily apparent


* Ability to assist project management resource with task and objectives when required.


* Assist Sales, Sales Engineering, and account management with customer relationships and opportunities.



Desired Skills and Experience:

* Experience with Contact Center platforms such as Cisco, Avaya, Genesys, Bright Pattern, or BroadSoft
* Designing, architecting, and/or developing custom applications in a contact center environment related to Agent Desktop, Work Force Optimization (WFO), Customer Relationship Management (CRM) and/or analytics and reporting.


* Experience with AI or Bots



Who We Are:

TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments-Consulting, Technology, Care and Growth-to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services.

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