Engagement Director – Microsoft Azure

🕒 May 19

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Responsible for Engagement Management by focusing on client relationships, cross-sell and up-sell opportunities, thereby contributing to additional business within the portfolio. • Demonstrates professionalism and leadership in representing TTEC Digital to customers and vendors. • Acts as an Executive Sponsor on multiple projects and programs. Guides complex, strategic initiatives. • Owns, plans, and leads Enterprise Projects & Programs across complex, large transformation engagements. • Responsible for North America (NA) and Global Delivery Center (Nearshore / Offshore) collaboration and driving work cohesion. Responsible for driving and executing on tangible metrics around offshore contribution to business. • Meets/exceeds billable expectation as determined by management (up to 25%) • Owns Profit/Loss across a portfolio of projects with a focus on contribution margin & realization while ensuring delivery against the company budget. • Oversees, leads, and guides end-to-end successful delivery of multiple parallel programs with laser focus around scope, client objectives, budget, and timeline, thereby ensuring both Client and Project Success. • Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks. • Responsible for owning, managing, and solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps. • Drives Customer Satisfaction & Reference-ability by being a trusted advisor to customers and leading by example. • Collaborates with the VP of Consulting & Delivery and VP of PMO to implement strategic process improvement initiatives, implementing new tools and templates, delivery excellence initiatives, and estimation refinement through continuous improvement. • Collaborates with Capability Directors and Managers, PMO on staffing projects effectively, resource management and feedback, bookings, hiring plans, and skills development. • Collaborates with Sales and PSAs on SOWs, estimation reviews, and approvals, best practices in sales/delivery collaboration, and process improvements in sales/delivery collaboration. • Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior. • Provides thought leadership, SME knowledge, and consulting and delivery industry best practices. • This position will provide work direction, feedback, and drive accountability of all resources (PMs, PSAs, Seniors, Consultants, Associates, etc.) across multiple projects and programs.

🎯 Requirements

• Bachelor’s degree in computer science, business or related area preferred—equivalent experience considered. • 10+ years of enterprise delivery experience, including experience of leading or managing large programs ($3M+, 12-15 months+ duration, 15+ team members), preferably with Microsoft tools. • 5+ years of engagement management experience. Any past client-partner, sales portfolio, or account management experience is a bonus. • 5+ years of experience in leading or working with offshore teams preferred • Advanced proficiency and/or certification on Project Management and different Project Management styles like Agile, Scrum, Waterfall, Hybrid etc., is preferred • Employee is required to travel to business and customer locations, locally and/or nationally, up to 30%. • Proven delivery experience in managing delivery portfolios of $10M+ and experience in leading and managing multiple parallel large, complex data transformation programs. Global experience preferred. • 8+ years of software implementation with data transformation, data warehousing experience, preferably in a consulting/professional services environment. • 8+ years of software implementation experience leading enterprise application modernization, cloud-native development, API/integration programs, and digital platform initiatives, preferably in a consulting/professional services environment. • 8+ years of infrastructure and cloud transformation delivery experience, including Azure migrations, landing zone implementations, hybrid networking, identity/security programs, and operational modernization, preferably in a consulting/professional services environment.