TTEC Digital

Design, develop, and support contact center solutions, including system configuration, integration, and team leadership. | Extensive experience in software development, particularly in contact center technologies, C#/.NET, SIP, WebRTC, and enterprise UC environments, with leadership skills. | 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. Our vision is the same, a place where employees know they can thrive. The Zoom Contact Center Solutions Architect is responsible for the overall design, development, testing and delivery of the Zoom Contact Center software platform. This is a hands-on, highly technical role for resources skilled in both business and technical consulting experience. You will be tasked to design and implement the Zoom Contact Center software. Technical experience with various call center technologies including Zoom Contact Center, IVR/ACD, VoIP, Email, SMS, and Chat systems will be required. Key responsibilities include all tiers of the technology, including (but not limited to) design and development of our products and features, unit testing, code reviews, resolving defects encountered during the QA cycle, supporting the production environment, and assisting other developers in a team environment utilizing agile or waterfall development processes. What You'll Be Doing • Overall subject matter expert for all external and internal thought leader within the Zoom Contact Center CX transformation, Process Automation Digital Transformation, and Omnichannel technologies. • Influences opportunity strategy to incorporate the right technologies. • Exercises wide latitude in determining objectives and approaches to client engagements. • Designing, configuring and deploying Zoom Contact Center, WFM, QM, and AI solutions in customer environments • Design and Implement high-complexity projects with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation • Implement high-complexity projects with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation • Lead a team of TTEC Digital project developers to enhance and improve software written in one or more of the following languages: Java, C#, ASP.NET • Work with system analysis and project management for the successful completion of a project. • Works on issues that impact design/selling success, future concepts, and product offerings. • Deliver high-quality software on time. • Lead meetings and training as required. What You'll Bring to the Role • Bachelor’s degree in computer science, IT, or engineering preferred. • Experience with enterprise level CCaaS architecture for complex business needs. • Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences. • 5 or more years’ experience in Zoom Contact Center and UC environments. • 3 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems. • 3-5 years of ASP/.NET experience (C#, VS.Net, XML, Web Services, etc.) • Knowledge of SIP Protocol, RESTful APIs, WebRTC, and modern SSO/identity management technologies • Experience configuring SBCs, SIP trunks, voice gateways, and cloud telephony integrations • Experience with CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow or Zendesk) • Existing knowledge and/or industry certifications for Zoom Contact Center and process automation technologies • Ability to mentor Software Engineers and junior staff • Create new code and testing solutions for projects. • Experience with Conversational AI platforms highly desired • Network infrastructure experience. • Experience creating and presenting to executive level stakeholders (technical and non-technical). #LI-DD1 Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. Benefits available to eligible employees include the following: • Medical, dental, vision • tax-advantaged health care accounts • financial and income protection benefits • paid time off (PTO) and wellness time off. This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early. About Us TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. #LI-Remote We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Lead CX strategy and design projects remotely, managing teams and collaborating with clients to deliver user-centered digital transformation solutions. | 8-12 years experience with 5+ years leading projects in consulting or agency settings, strong portfolio in UX and digital transformation, excellent communication and leadership skills, and a bachelor's degree minimum. | 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. Our vision is the same, a place where employees know they can thrive. The world has changed. Disruptive technologies, social media, more demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TTEC Digital helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement and digital transformation. TTEC Digital seeks a CX UX Strategy and Design Lead to join our CX Consulting practice area. This is a 100% remote opportunity! As a CX UX Strategy & Design Lead, working remotely in the US, you will play a pivotal role in UX team and the impact our technology practices bring to both end-customer and employee experience, ensuring that our clients receive exceptional and impactful solutions centered around Customer Experience Strategy and Human-Centered Design. Your expertise in user-centered design and your ability to gather and understand our client’s customers will be crucial in driving client success. This is a unique opportunity to be part of a growing practice delivering innovative and impactful solutions to our clients. This role reports to the UX/Design Director. We are seeking a strategic and tactical leader with a growth mindset and a proven track record of leadership in strategizing, designing, and developing digital transformation experiences, leveraging best-in-class digital platforms. What You Will Be Doing: Strategy Development: • Collaborate with clients to understand their business objectives, user needs, and market requirements and develop effective, creative strategies that align with their goals. • Conduct market research, analyze industry trends, and identify opportunities for innovation to drive client success. • Conduct user research, usability testing, and competitive analysis to inform design decisions and ensure user-centric solutions. • Solution and deliver key research objectives and methodologies to gain deep insights into customer behaviors, pain points, and motivations. • Define and communicate the creative vision to clients and internal teams, ensuring a clear understanding of objectives and expectations. Experience Design: • Oversee the development and execution of research, applying Design Thinking methodologies, and creation of design concepts, ensuring they are on-brand, visually appealing, and strategically aligned. • Provide guidance and feedback to the team, nurturing their professional growth and ensuring the delivery of high-quality research and design work. • Integrate research insights into the design and development process. • Lead the creation of experience concepts, wireframes, prototypes, and interactive mock-ups. • Define and implement user flows and interaction design to optimize user journeys and enhance usability. Team Leadership and Collaboration: • Manage experience design execution of multiple projects simultaneously, overseeing timelines, budgets, and resource allocation, as well as the implementation of design and usability testing. • Serve as a leader who inspires a team, including designers, UX architects, and UX strategists, fostering a collaborative and innovative work environment. • Collaborate with cross-functional teams to ensure seamless integration of design solutions within broader strategies and programs. Thought Leadership: • Stay abreast of industry trends, emerging technologies, and best practices in CX strategy and design, to leverage innovative approaches and tools to enhance research and design deliverables, facilitate knowledge sharing within the practice, and across the firm. What You Will Bring: • 8-12 years of relevant experience, including at least 5 years of experience leading projects, preferably within a consulting or agency environment. • Strong portfolio showcasing successful design strategies, visual concepts, successful user-centered design projects, and innovative digital transformations • Proficiency in Design Thinking facilitation, research methodologies, design and prototyping software, and other relevant tools. • Excellent communication, presentation, and client relationship skills, with the ability to articulate and sell CX strategy and design concepts to clients. • Strong leadership and management skills, with the ability to inspire and motivate a team. • Strong project management skills, with the ability to prioritize tasks, meet deadlines, and manage resources effectively. • In-depth knowledge of user experience, interaction design, and usability testing. • A passion for user-centered design and a continuous drive to stay updated with industry trends and emerging technologies. • Minimum Bachelor’s level degree required; Master’s degree preferred. #LI-JF1 Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. Benefits available to eligible employees include the following: • Medical, dental, vision • tax-advantaged health care accounts • financial and income protection benefits • paid time off (PTO) and wellness time off. This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early. About Us TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions. #LI-Remote