Job Description
We’re looking for a highly experienced Executive Director to lead our Contact Center as a Service (CCaaS) practice for TTEC Digital. As an Executive Director, you will be responsible for defining and executing the strategic vision for the CCaaS practice, driving significant revenue growth, and ensuring exceptional client satisfaction.
What you’ll do:
- Define and execute the strategic vision for the CCaaS practice, aligning with TTEC Digital’s overall goals.
- Drive significant revenue growth by identifying and pursuing new business opportunities, expanding existing client relationships, and developing innovative go-to-market strategies.
- Build and mentor a high-performing team of CCaaS experts, fostering a culture of collaboration, innovation, and client-centricity.
- Oversee the end-to-end delivery of CCaaS solutions, ensuring exceptional client satisfaction, on-time project completion, and adherence to budget.
- Stay abreast of industry trends, emerging technologies, and competitive landscapes, leveraging insights to inform practice development and maintain a competitive edge.
- Act as a thought leader and subject matter expert in CCaaS, representing TTEC Digital at industry events, conferences, and client engagements.
- Collaborate with cross-functional teams, including sales, marketing, and delivery, to ensure seamless execution of CCaaS initiatives.
- Develop and manage the CCaaS practice budget, ensuring financial targets are met and resources are optimized.
- Identify and mitigate risks associated with CCaaS projects, ensuring successful outcomes for clients and the company.
What you’ll bring:
- 15+ years of experience in the contact center industry, with at least 10 years in a leadership role focused on CCaaS technologies and solutions.
- Proven track record of driving significant revenue growth and building successful CCaaS practices.
- Deep expertise in leading CCaaS platforms (e.g., Genesys, Five9, NICE CXone, Amazon Connect, Twilio Flex).
- Strong understanding of contact center operations, customer experience strategies, and digital transformation initiatives.
- Demonstrated ability to build, mentor, and lead high-performing teams.
- Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
- Strategic thinker with a results-oriented mindset and a passion for innovation.
- Bachelor’s degree in a relevant field; Master’s degree preferred.
- Ability to travel as needed to meet with clients and attend industry events.
- Experience with global delivery models and managing distributed teams.
