Solutions Architect- IP

Job description

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.