Genesys Cloud Solutions Architect

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.

Organizational Description

At TTEC Digital, we focus on helping our clients to achieve exceptional experiences with their customers, employees, partners and prospects through use of communication and collaboration technologies. Our technology know-how and integration experience fuel our clients’ success in improving the overall experience they provide.

Position Purpose

As part of the Pre-Sales Organization, the Solutions Architect is expected to engage primarily in new account pursuit, providing highly technical and consultative sales support, delivering engaging presentations and demos, establishing competitive positioning and influencing sales strategy in opportunities.

Solutions Architects gain an understanding of prospect pain points and motivations, as well as opportunity dynamics and competitive landscape to help formulate the pursuit strategy. Solutions Architects work with Account Executives to define the proposed solutions based on opportunity fit and win odds. They prepare presentation and demonstration agenda and stories, working with TTEC Digital resources to develop tailored demos and vision clips. They position Proofs of Concept (POC) as part of the pursuit strategy, establish POC success criteria, coordinate POC contracting, and work alongside TTEC Digital POC resources to ensure a successful outcome.

Solutions Architects are responsible for technical solution documentation, solution scoping, quote and Scope of Work (SOW) creation. Solutions Architects maintain deep and broad knowledge of the Customer Experience (CX) and related technologies represented by TTEC Digital, and of one or more vertical industries, in particular. They perform presentations to large audiences at industry conference events, including TTEC Digital Engage, as well as participate in user groups, blogs, and other activities as public advocates for TTEC Digital and key partner technologies.

Solutions Architects participate in customer sales calls, design meetings, technical discussions, technical research, RFP support, and Scope of Work creation. Position Description TTEC Digital

Key Accountabilities
- Heavy focus on providing RFx response support - specific to solutioning, pricing and creating Statement of Work (“SoW”), along with other documentation needed for the response around the Genesys Cloud platform and TTEC Digital offerings.
- Demonstrate professionalism and leadership in representing TTEC Digital to customers, prospects and vendors.
- Collaborate with Account Executives to establish a pursuit strategy and solution definition that maximizes win odds.
- Gain understanding of prospect’s background, pain points, and motivations that are generating and will shape the opportunity.
- Gain understanding of the opportunity’s competitive landscape and key decision criteria.
- Deliver targeted presentations and demonstrations both in-person and remotely, using CX and industry knowledge to create impactful stories showcasing the TTEC Digital Art-of-the-Possible vision.
- Establish rapport with both business and technical prospect/customer contacts, becoming a trusted advisor.
- Actively contribute market feedback to services, support and product management teams to continuously improve TTEC Digital’s market position, pricing and offerings.
- Maintain expertise in CX and related technologies, TTEC Digital IP, and TTEC Digital services offerings, including:
o Contact center and IP telephony technologies from various partners

o Unified Communications technologies including Microsoft Exchange and Skype.

o Customer Relationship Management (CRM) solutions focusing on Microsoft Dynamics CRM.

o Pre-Sales Strategic Business Consulting engagements

o TTEC Digital IP solutions such as Smart Apps, Interaction Sync and Interaction Bots o TTEC Digital Managed Services solutions

o TTEC Digital pre-packaged service offerings

o TTEC Digital Support offerings.

o Network and system infrastructure offerings including core systems deployment and network assessments
- Maintain knowledge of competing technologies and Competitive Intelligence (CI) information that is released by TTEC Digital vendors as well as generated in-house.
- Conduct internal and external webinars and present at TTEC Digital and industry conferences, showcasing CX technologies, TTEC Digital IP and TTEC Digital services, as well as industry best practices and customer case studies.
- Review and approve Sales Quotes using TTEC Digital Sales Operations tools such as PROS.
- Author thorough and accurate Statements of Work using TTEC Digital Sales Operations tools such as Contracts Express for Professional Services engagements.
- Detailed knowledge of the software/hardware/services being implemented specifically to facilit