Principal, Sales Engineering - Contact Center technologies

Learn more about TTEC


Principal, Sales Engineering - Contact Center technologies

Full Time
  • Responsibilities

    At TTEC we are a leading global customer experience technology and services company focused on the design, implementation and delivery o ftransformative customer experience for may of the world's most iconic and disruptive brands. We deliver outcome-based customer engagement solutions, designing and building human-centric, tech-enabled, insight-driven customer experience solutions for clients. TTEC blends strategic consulting and cloud-based technoloy platforms to design and build innovative customer experiences, all powered by insights.

    We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.

    We currently have a need to hire an experienced Contact Center Solutions Engineer to help develop leads and build partner relationships in support of our business development efforts. Your knowledge and experience in the Cloud contact center, intelligent automation, digital channels, journey orchestration, voice self-service and conversational Bot solutions including Geensys, AWS Connect, or Cisco will be key for success in this role. We offer a highly competitive compensation package that includes a base salary and quarterly upside earning potential.

    What you'll be doing

    • Develop Leads and Partner Relationships:
      • Develop and maintain relationships with key vendor partners such as Genesys, Cisco, Amazon Connect, Pegasystems, LivePerson and other and other related Contact Center technology vendor or service providers
      • Leverage relationships and sales track record to obtain leads from partners through direct communication, and coordination with TTEC Business Development Managers
      • Participate in initial data gathering and lead qualification with the prospective Client
    • Develop Business / Technical Needs:
      • Participate in client requirements discovery meetings with Senior Business and/or IT Execs down through Middle Management and/or Analysts
      • Leverage TTEC’s Solutions Framework in informal requirements meetings or facilitated workshops
      • Document critical business and/or IT requirements and “compelling events” requiring the client to make a change
    • Develop Solution Design / Configuration / Viability:
      • Conduct solution design meetings with partners and/or client personnel to confirm solution scope and the design required to fulfill requirements
      • Develop detailed design solutions including bill of material configurations, logical call flows, and architecture diagrams
      • Communicate and collaborate with delivery teams to develop timeline and staffing professional services’ estimates
      • Develop ‘Solution Review’ presentations
      • Participate in field Professional Services and Managed Services communications with partner Product Managers to resolve pre-sales design and configuration questions
    • Develop and Present Solutions to the Client / Support Deal Closure
      • Develop Proposals and SOWs using standard TTEC templates
      • Lead product demonstrations to Client, coordinating with TTEC and Vendor demo leads to ensure what is demonstrated highlights TTEC’s story and meets the client’s requirements
      • Provide a lead or major contributor technical role for RFP Response Development
      • Coordinate preparation of materials and manage to completion the partner and internal Bid Assurance processes.
      • Participate in Client Meeting Solution Reviews – together with TTEC and partner personnel
      • Contribute to ROI Business Case Analyses
    • Provide insights on product improvements, TTEC process improvements, template development, etc.
    • Provide insights on competitor service offerings
  • Qualifications

    What skills you will bring:

    • 3+ years presales experience ++designing complex Cloud contact center, intelligent automation, digital channels, journey orchestration, voice self-service and conversational Bot solutions and Genesys, Cisco and/or Amazon Connect Contact Center Solutions++
    • 3 to 5 years design and architecture experience working with Genesys, Cisco and/or Amazon Connect Contact Center solutions is preferred.
    • Ability to think critically and logically articulate technical recommendations into customer business value – both verbally and through compelling presentations and proposals
    • Ability to travel up to 30%
  • Benefits


    The anticipated starting salary range for individuals expressing interest in this position is $90,000 to $140,000. This position is eligible to participate in an annual incentive program.

    Benefits available to eligible employees include the following:

    • Medical, dental, and vision
    • Tax-advantaged health care accounts
    • Financial and income protection benefits
    • Paid time off (PTO) and wellness time off


    When you join TTEC, you become part of the family. Because we want to see you succeed and thrive, we offer a competitive compensation and benefits package as shown below to support your quality of life, career development and goals attainment:

    Be Financially Sound

    • We want you to reach your personal and professional goals and offer financial benefits such as: Health and flexible spending accounts
    • Retirement plans
    • Tuition reimbursement programs
    • Financial wellness program

    Be Developed

    We believe in investing in our people and their career development, which is why we offer a variety of courses and programs that enable you to develop new skills and gain new insights such as:

    • Mentorship programs
    • Our Women in Leadership program connects employees globally with learning, networking and mentoring opportunities
    • Professional development courses in TTEC University
    • Scholarship program and tuition reimbursement
    • Visibility in our global career pathing and internal mobility opportunities

    Be Healthy

    We support healthy living and have the tools and resources to help you such as:

    • It’s Ok, We’re All Human wellness program
    • Wellness incentives
    • Company health and wellness programs
    • Dedicated health and wellness navigators and employee assistance programs
    • Generous paid time off and other leave of absence programs

    Be the Difference

    You’ll have the opportunity to have a positive impact in your community:

    • Through our employee-driven global grant program, you’ll have the unique opportunity to apply for a grant focused on helping a local educational organization in your community
    • Our team helps fundraise and volunteer their time in their communities

    TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

    TTEC is proud to be an equal opportunity employer. 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 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 own unique way. But don’t take our word for it — check out some our women in leadership and diversity awards on

  • Industry
  • About Us

    Pull back the curtain of some of the world's most iconic brands and you'll find the people and technology of TTEC, a Customer Experience Software as a service (CXSaaS) company. We're the friendly faces and advanced technology solutions at the heart of the customer experience. Our purpose is to bring a personal touch (digital or human) to every interaction you have with your favorite brands.