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.
TTEC Digital seeks a Solutions Architect to join our team. This role is a full-time and fully remote opportunity!
The work:
We’re an innovation group inside TTEC (NASDAQ: TTEC), building the next generation of AI CX tools — automated QA, conversational analytics, knowledge assist, and agentic automation — for the world’s biggest brands and the millions of customers they serve. We move like an early-stage startup, backed by the scale, distribution, and enterprise client base of a company that’s been obsessed with customer experience since 1982.
This is the rare seat where getting in early actually matters at scale. TTEC is a public company at an AI inflection point. Ship the right products into thousands of live enterprise deployments and you don’t just move a metric — you move the trajectory of the company and the value of the stock. The leverage is real, and the work compounds.
Who we hire — the DNA:
- Self-starters and do-ers with grit — hackers in the best sense, with a startup mentality and a show-me bias: working software over slides, prototypes over proposals.
- Want to learn, love new technology. This platform is built on the latest technology, and that technology changes and advances monthly. You adapt to change quickly — new tools, new models, new priorities — without drama.
- Master debuggers and problem solvers. You love solving complex problems, you think outside the box, and you multitask across domains without losing the thread.
- AI-native. You work with AI on all levels — you understand the technology around you (LLMs, SLMs, RAG, knowledge graphs, agents, training, eval) and you use AI tools daily to exponentially increase your velocity.
- Distributed-systems literate. High-efficiency, event-driven, low-latency systems are our world; you understand what that demands.
- Innovators who ship. You demonstrate ideas easily, fail fast, and move forward. You make committed timelines and hit them.
- You consider yourself exceptional — and you like winning. So do we.
- No one will have everything in this description. We're looking for well-rounded, smart people who move fast.
What You Will Do:
The role:
- The technical face to enterprise customers — scoping deployments, designing tenant configurations, and getting customers live fast (same-day with Desktop Intercept).
- You're selling and deploying a platform that combines voice, desktop, intelligence, and AI — technology that changes monthly — so you learn constantly and demo fearlessly.
- Startup environment: the deal, the deployment, and the product are all moving at once, and you thrive in that.
What you'll own:
- Pre-sales and deployment architecture
- Tenant configuration and plugin enablement design
- Customer integration scoping (CCaaS / CRM / SIP) · live demos that win — show-me applies to customers too
- The customer's voice back into Product and Engineering
- Your committed go-live timelines.
Who you are:
- A self-starter with grit and a closer's instinct — you like winning, and a signed customer going live is your scoreboard.
- Show-me mentality: you'd rather run the live demo than present the slide.
- You adapt fast when the product shifts under you (it will, weekly), love new technology, and use AI tools daily — including in your own demo and scoping workflow.
- A do-er who owns the messy middle instead of escalating it.
- A team player who translates in both directions: business requirements into technical needs for engineering, platform capability into business value for the customer.
What You Will Bring:
- 8+ years of solutions architecture/sales engineering in contact-center, CCaaS, or enterprise SaaS.
- Technical enough to design an integration on a whiteboard and credible enough to own a CTO conversation — you keep the respect of senior engineers on both sides of the table.
- Knows CCaaS / CTI, SIP / RTP, and CRM landscapes cold.
- Strong working knowledge of the modern AI stack — LLMs, RAG, knowledge graphs, agents, transcription/translation — deep enough to answer the customer's AI architecture and data-security questions without phoning home.
- Has taken enterprise customers live and owned the messy middle — network quirks, security reviews, procurement, the works.
- Hands-on enough to configure a tenant, read an API payload, and debug a customer integration in real time — a troubleshooter, not a talker: when the pilot breaks at 4pm, you isolate it.
- Understands event-driven platform architecture well enough to scope custom integrations accurately — what's config, what's a connector, what's a feature request.
- Deployment playbook craft — turns every go-live into a repeatable playbook so the second customer is faster than the first; this is how one SA scales.
- Enterprise security fluency — comfortable in InfoSec reviews (SOC 2, data residency, PII/redaction, AI data-usage questions); AI deals die here without it.
- Competitive positioning depth — knows the CCaaS/agent-assist landscape and can architect around a competitor's incumbency.
- POC discipline — scopes pilots with clear success criteria and exit dates, so pilots convert instead of drifting.
