TTEC

Lead and support business solutioning for contact center operations, translating requirements into detailed functional specifications, and coordinating with operational teams. | Requires extensive contact center operational experience, project management skills, and ability to collaborate with senior leaders, which your background does not sufficiently cover. | About the position Associate Business Solutions Architect At Percepta, we bring first-class service across each market we support. As an Associate Business Solutions Architect working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing The Business Solutioning Team is responsible for managing the intake, scoping, and business solution design for new business, new programs, and / or significant updates to existing programs that drive desired results in the most effective and efficient manner. Members of the Business Solutioning Team exhibit a deep knowledge of how BPO contact centers operate in general, and of Percepta and our clients in particular, across processes, services, products, and the technical capabilities to bring them together in CX and EX solution designs that meet the diverse needs of our business partners. The Associate Business Solution Architect will lead and/or provide support to Business Solution Architects who work closely with Percepta and Client business leaders, product owners, and internal business solutions SME teams to create customer / agent experience solutions that best leverage Percepta and our clients’ operating models and available technology toolsets. The solutions designed are a key driver for Percepta’s ability to deliver on our clients’ business goals. The Associate Business Solution Architect will also manage Percepta’s intakes for client owned technologies by translating business requests into detailed functional requirements that are aligned with solution designs, established technical frameworks and governance models. Responsibilities • Business Solutions - Lead lower complexity business solutioning, support Business Solution Architects with medium to high complexity business solutions • Translate internal and external client requirements into a business solution that includes detailed requirements for IT, operations, workforce, reporting, analytics, knowledge base, and training. Solutions will include clear direction on implementation approach to enable PMO to successfully launch the initiative and adhere to internal processes and governance. • Translate operational processes to documented process flows/maps, ensuring they accurately represent the comprehensive day to day work, decisions, outputs of operational roles. • Articulate details and specifications of the proposed solution, backed up with proof points, facts and figures. • Interface with the delivery and operational organizations to ensure effective solution design and to collaborate on clear solution assumptions. • Determine appropriate solution inputs that both meet the client and Percepta requirements and minimizes risk for both clients and Percepta. • Maintain a library of resources tailored to enable quick and comprehensive CX solutions that minimizes the need to reach out to clients and/or Percepta functional teams for solution inputs. • Work closely with Business Solution Architects and/or Operational partners to gather detailed functional requirements for technology changes. • Submit technology change intake requests, liaise with technology owners to provide clarity on functional requirements, and track and monitor progress of all submitted intakes. • Coordinate with Operations and impacted support teams to ensure plans are in place for agent training and other required tasks to ensure a seamless deployment. • Work closely with Operations to coordinate and execute user acceptance testing for deployed technology changes. • Maintain the level of business and technical knowledge required to assist in designing effective CX and EX solutions that align to business goals and within established strategic and technical frameworks. • Report status updates, weekly checkpoints escalating workload distribution issues or barriers to ensure deadlines are managed effectively. • Take on special projects that leverage your strengths and support tactical or strategic business needs. Requirements • Bachelor’s Degree from globally reputable university in information management, business, economics, marketing, or a related field, or 8+ years equivalent experience. • 6+ years’ (recent) in a BPO contact center with at least 3 of those years in Operational Leadership roles. • Proven experience in solutioning for contact center customer experiences to include direction on how available technologies and tools will be leveraged. • 4+ years’ managing medium to large scale projects, Project Management certifications a plus. • Proven experience collaborating across cross functional teams to include senior level leaders and senior level clients. • Excellent oral and written communication skills, with the ability to interact effectively with all levels of management. • Ability to recognize the audience and speak credibly to business and technical topics. Nice-to-haves • 4+ years’ managing medium to large scale projects, Project Management certifications a plus. • Experience in entrepreneurial organization or start-up preferred. • Entrepreneurial spirit with experience in business solution designs. Benefits • Competitive Salary with Incentives • Health/Dental/Vision/Life Insurance • Flexible Spending Account (FSA) and Health Savings Account (HSA) • 401(k) with company match • Vacation/Sick Time and Paid Holidays • Tuition Reimbursement • Employee Assistance Program • Employee Discount Program • Training and Development Programs (Percepta College) • Employee Rewards Program (Perci Perks)

Answering customer inquiries, conducting research to resolve issues, and providing support via various communication channels. | High school diploma or equivalent, 6+ months of customer service experience, and computer skills with high-speed internet. | Your potential has a place here with TTEC’s award-winning employment experience. As a Customer Service Representative working remotely in Virginia, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all! What You’ll be Doing Do you have a passion for helping others and giving them peace of mind? You’ll have ownership over resolving escalated or complex calls from customers. Whether it’s getting answers for customers quickly or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one. During a Typical Day, You’ll Answer incoming communications from customers Conduct research to provide answers for customers to resolve their issues What You Bring to the Role 6 months or more of customer services experience High school diploma or equivalent Computer experience High speed internet (>15 mbps) What You Can Expect Supportive of your career and professional development An inclusive culture and community-minded organization where giving back is encouraged A global team of curious lifelong learners guided by our company values Base wage starting at $15.25 per hour plus performance bonus and opportunities And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. A Bit More About Your Role We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family. You'll report to Team Lead. You'll contribute to the success of the customer experience and the overall success of the team. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 aim 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 for you to bring value to the table in your own unique way.

Responding to customer inquiries and conducting research to resolve issues. | Requires 6+ months of customer service experience, high school diploma, bilingual communication skills, and basic computer skills. | Job Description: • Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues Requirements: • 6 months or more of customer services experience • High school diploma or equivalent • Great written and verbal communication skills in Spanish-English • Computer experience • High speed internet (>15 mbps) Benefits: • Supportive of your career and professional development • An inclusive culture and community-minded organization where giving back is encouraged • A global team of curious lifelong learners guided by our company values • Healthy benefits package that may include PTO, tuition reimbursement, health and wellness incentives

Responding to customer inquiries, resolving issues, and providing excellent service in a remote environment. | Requires 6+ months of customer service experience, high school diploma, bilingual skills, and reliable internet. | Your potential has a place here with TTEC’s award-winning employment experience. As a Spanish-English Bilingual Customer Service Representative working remotely, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all! Our TTEC work-from-home team has 37 preferred residency states. We are currently not hiring from the following geographies: AK, CA, HI, MT or outside of the United States. Residents of Colorado, Illinois, Massachusetts, Minnesota, New Jersey, New York, Washington, and Washington, D.C. will be considered only based on special business need. What You’ll be Doing Do you have a passion for helping others and giving them peace of mind? You’ll have ownership over resolving escalated or complex calls from customers. Whether it’s getting answers for customers quickly or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one. During a Typical Day, You’ll Answer incoming communications from customers Conduct research to provide answers for customers to resolve their issues What You Bring to the Role 6 months or more of customer services experience High school diploma or equivalent Great written and verbal communication skills in Spanish-English Computer experience High speed internet (>15 mbps) What You Can Expect Supportive of your career and professional development An inclusive culture and community-minded organization where giving back is encouraged A global team of curious lifelong learners guided by our company values Base wage starting at $13.50 to $17.25 per hour plus performance bonus and opportunities And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. A Bit More About Your Role We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family. You'll report to Team Lead. You'll contribute to the success of the customer experience and the overall success of the team. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 aim 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 for you to bring value to the table in your own unique way.

Responding to customer inquiries, resolving issues, and providing product or service information in a remote setting. | At least 1 year of customer service experience, high school diploma or equivalent, bilingual in Spanish and English, computer experience, and high-speed internet connection. | Your potential has a place here with TTEC's award-winning employment experience. As a Bilingual Customer Service Representative - Spanish-English working remotely in New York State, you'll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all! What You'll be Doing Do you have a passion for helping others and giving them peace of mind? You'll have ownership over resolving escalated or complex calls from customers. Whether it's getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you'll be the difference between their customer experience being just average or an exceptional one. During a Typical Day, You'll • Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues What You Bring to the Role • At least 1 year of customer service experience • High school diploma or equivalent • Recognize, apply and explain your product or service knowledge • Great written and verbal communication skills in Spanish-English • Computer experience • High speed internet connection (>25mbps). A hardwired connection to your home router is recommended. What You Can Expect • Supportive of your career and professional development • An inclusive culture and community minded organization where giving back is encouraged • A global team of curious lifelong learners guided by our company values • Base wage starting at $19.92 plus performance bonus opportunities • And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. A Bit More About Your Role We're committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can't be taught - a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family. You'll report to the Team Leader. You'll contribute to the success of the customer experience and the overall success of the team. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 aim 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 for you to bring value to the table in your own unique way. Remote About the Company: TTEC

Provide expert technical escalation support for connected vehicle services, troubleshoot complex hardware/software issues, collaborate with internal teams, and maintain documentation. | 3+ years technical or engineering support experience, familiarity with help desk and CRM software, experience with incident management tools, and preferably remote work experience. | Integrated Services Support Specialist Apply now At Percepta, we bring first-class service across each market we support. As an Integrated Services Support Specialist in Dearborn MI, youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What Youll Be Doing Integrated Services at a Automotive Company creates and delivers innovative customer experiences by seamlessly integrating hardware, software, and services across the Company. Our over-the-air (OTA) updates continuously enhance customer experience, making Automotive Company vehicles smarter and more valuable over time. We're building leading-edge connected digital platforms that will revolutionize how vehicles operate, how people interact with them, and the overall value they provide. The Escalation Support Specialist will play a critical role in ensuring a seamless experience for our retail customers using connected vehicle services. You will troubleshoot and resolve complex technical issues, collaborate effectively with internal teams and external customers, and deliver timely solutions. During a Typical Day, Youll Escalation Support: Provide expert technical support to retail customers via our Contact Resolution Center (CRC), resolving hardware and software issues within defined SLAs. Issue Resolution: Diagnose and resolve complex technical problems related to connected vehicle services, collaborating with product and engineering teams as needed. Proactive Monitoring & Issue Prevention: Leverage connected vehicle data to proactively identify and address potential issues before they impact customers, improving overall quality metrics. Data Analysis & Reporting: Analyze support data to identify trends, recurring issues, and areas for improvement in our services. Contribute to reporting on key performance indicators (KPIs). Collaboration & Communication: Effectively communicate with customers, internal teams (engineering, product, etc.), and external partners to resolve issues and provide updates. Documentation & Knowledge Base: Create and maintain up-to-date documentation, including troubleshooting guides, FAQs, and knowledge base articles. Process Improvement: Identify opportunities to streamline support processes and reduce manual effort. Responsible for following up on cases to ensure any update is communicated with customers, Managers, Engineers and dealers to support escalated cases in effort to resolve customers concerns. Identify and communicate software related departmental trends to Team Leads, Managers, Managers and Engineers to bring awareness and work toward possible solutions. Work with Knowledge Base on creation of articles for internal use for teams across the CRCs in effort to promote real-time solutions. Escalation Management: Efficiently escalate complex or unresolved issues to appropriate teams via Jira, ServiceNow, Microsoft Teams or Webex ensuring timely resolution and communication to the customer. What You Bring to the Role Education High School Diploma or GED Postsecondary education program in automotive service or software technology preferred or equivalent work experience Experience 3+ years of experience in engineering or technical support, preferably in a customer-facing role. Experience with help desk software, remote support tools, and CRM systems (e.g., Microsoft Dynamics, Salesforce). Experience working with IT incidents and problem management tools, such as JIRA, BMC or Service Now. Experience in a remote work environment is preferred. What You Can Expect Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Employee Rewards Program (Perci Perks) Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: • Lead with humility We listen first, lead with empathy, and stay groundedso people and ideas have room to grow. • Service beyond self We serve othersclients, customers, and teammateswith care and integrity in every interaction. • Leave it better We take ownership and leave every process, person, and place better than we found it. • Win together We succeed as onecelebrating, supporting, and showing up for each other. • Deliver remarkable We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Onsite Location/Division Dearborn, Michigan Job Requisition 0475E Apply now