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Chief Technology Officer - TTEC Engage (Remote)About TTECTTEC (NASDAQ: TTEC) is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. Our digital consultancy designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients. At TTEC Engage, a business unit of TTEC, our Customer Experience (CX) centers of excellence - enabled by over 60,000 CX ambassadors and modern technology - deliver millions of seamless interactions every day around the world that help our clients acquire, retain and grow loyal customer relationships.Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. This role brings that principle to lifeAs TTEC navigates prevailing and future market opportunities on both macro and micro scales, our ability to remain a dominant leader in the customer experience domain requires a technological blueprint and execution that will carry the organization forward for years. As a result, TTEC is seeking a Chief Technology Officer to provide that vision and leadership.What You'll be DoingAre you looking for an opportunity to create new and innovative client facing products and services and collaborate and influence the transformation of the technology strategy for global tech platforms for a leading CX organization? In this role, you’ll have the opportunity to do just that as well as articulate strategic technology direction for TTEC Engage. You’ll ensure alignment to business objectives and drive business strategies to grow TTEC’s position in the marketplace.On a typical day, you'll:Drive innovation of client facing products and services by identifying strategies, opportunities and new technologies, and developing new capabilities to serve those opportunities.
Keep a pulse on the market, research and identify new and emerging technologies that will enhance the business operating efficiency and support growth. Evaluate technologies and determine strengths and weaknesses of technology architecture, implementation, and suitability.
Provide strategic technical expertise, influence the development of the CX technology strategy and collaborate with existing technology groups to drive the execution.
Define and execute the technology roadmap with agility while developing and implementing technology solutions and infrastructures with a solid foundation to scale globally.
Work closely with executives and technology groups to bring leading technology to our offers and keep our competitive edge in the industry
Participate in technology programs including leading new offer definition / demand, shaping technical development programs and ensuring that the unique capabilities of a vertical or region are aligned to the overall global strategy.
Interface with critical customers and represent TTEC Engage technology offerings to support increased revenue. Develop strategic relationships resulting in increased value of the organization.
Provide technical subject matter expertise with internal and external senior leadership.
Communicate technology positions to industry analysts, key customers, partners, and the press to clearly position TTEC Engage as a leading organization in the CX industry.
Help establish a culture of innovation and continuous learning to encourage employees to drive and adapt to new technology solutions in their daily work environments.
Why You? What You BringExperience with CX and cloud-based technologies and applications
Knowledge and experience with large global scale workforce management and contact center operations and overall CX industry is an added advantage
Knowledge of complex telephony and network infrastructure
Experience working with thin-client applications and environments
Experience with all forms of CX / customer experience technologies including RPA, machine learning, voice analytics, WFM and QA software, desktop virtualization, chat bots, etc.
Experience with tools to make front-line associates more productive such as KM and associate assist tools
Experience working in a variety of the industry’s concepts, practices and procedures
Experience working with strategic planning at a senior level
Experience working with management implications of various forms of financial data
Experience working in a matrixed environment
Experience creating custom applications from scratch using third-party tools
Fifteen or more years of related experience
Bachelors' degree in information technology, computer sciences, business administration or related field preferred
Interpersonal and leadership qualities being sought:The successful candidate is a natural self-confident change agent who can motivate and stretch an organization to achieve stronger results through continuous innovation and transformation.
An individual with the ability to keep a pulse on the market by keeping abreast of technology trends and new developments in the industry, continuous learning and immersing in an environment with people from different backgrounds that can provide insight into emerging solutions.
Agile leader who moves with urgency, creating a culture where agility is the norm, but is thoughtful about considering input from the team and building platforms with strong foundations that can scale globally.
Creative thinker that can connect seemingly unrelated questions, problems, or ideas into creative solutions. The successful leader asks thoughtful questions that challenge common practices.
The successful candidate should be a hands-on / in-the-weeds leader with a successful track record. While the role is a key member of the leadership team, he/she must bring a “player/coach” attitude, with a natural inclination to “lead from the front”.
A decisive individual with a “big picture” perspective and a strategic mindset with an inclination towards action, possesses ability to anticipate business and competitive trends and to respond effectively to take advantage of opportunities.
An intelligent and articulate leader who is obsessed with creating customer value and a positive employee experience.
Possess the ability to communicate effectively and publicly represent the company with the team, vendors, internal and external clients in sensitive and highly visible circumstances.
Possesses strong technical skills and business acumen; results-oriented, well-organized, and self-directed individual with a strong work ethic and willingness to commit to achieving plan objectives.
Brings excellent judgment and problem-solving skills to analyze and interpret complex situations and prioritize a variety of opportunities to maximize resources and impact.
Constantly seeking out new technology tools, methods and procedures that are applicable to the business – a willingness to take a fresh look at entrenched procedures and search for a “better” answer, relentlessly focused on continuous improvement.
You create an environment where global teams are engaged, cultural differences are respected; and act as a role model for talent in the company in alignment to our company values.
COMPENSATION & BENEFITSThe anticipated starting hourly range for individuals expressing interest in this position is $275,000 - $350,000. You will be eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education or skill levels. 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
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 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, 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 every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC.#LI-RemoteUS#LI-AF2#mogulJob: Information TechnologyTitle: Chief Technology Officer, TTEC Engage (Remote)Location: CO-EnglewoodRequisition ID: 03AIL
