Cisco UCCE Solution Architect -- Southern California (01T4L)

United States, Location,

At TeleTech within our CTS business segment we are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience.    We are an award-winning premier technology services provider offering contact center, web and speech-enabled self service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications.  We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients. 


We currently have a need to hire an experienced Cisco UCCE Solution Architect to help develop leads and build partner relationships in support of our business development efforts.  Your knowledge and experience in the converged IP contact center, voice self-service solutions (application and infrastructure) and Cisco Contact Center Solutions space will be the key for success.  We offer a highly competitive compensation package that includes a base salary and quarterly upside earning potential. 



·        Develop Leads and Partner Relationships: 

o   Develop and maintain relationships with targeted individuals in selected Regions with Cisco, Nuance and related Contact Center technology vendor or service providers

o   Leverage relationships and sales track record to obtain leads from Cisco and other partners through direct communication, and coordination with local eLoyalty Business Development Managers

o   Participate in initial data gathering and lead qualification with both Cisco and the prospective Client



·        Develop Business / Technical Needs:

o   Participate in client requirements discovery meetings with Senior Business and/or IT Execs down through Middle Management and/or Analysts

o   Leverage eLoyalty’s UCCE Solutions Framework in informal requirements meetings or facilitated workshops

o   Document critical business and/or IT requirements and “compelling events” requiring the client to make a change

·        Develop Solution Design / Configuration / Viability:

o   Conduct solution design meetings with Cisco, eLoyalty and client personnel in order to confirm solution scope and the design required to fulfill requirements

o   Develop detailed design solutions including  bill of material configurations, logical call flows, and architecture diagrams

o   Communicate and collaborate with delivery teams to develop timeline and staffing professional services’ estimates

o   Develop ‘Solution Review’ presentations

o   Participate in field Professional Services and Managed Services communications with Cisco Product Managers to resolve pre-sales design and configuration questions

·        Develop and Present Solutions to the Client / Support Deal Closure 

o   Develop Proposals and SOWs using standard eLoyalty templates

o   Provide a lead or major contributor technical role for RFP Response Development

o   Coordinate preparation of materials and manage to completion the Cisco  and internal Bid Assurance processes.

o   Participate in Client Meeting Solution Reviews – together with eLoyalty and Cisco personnel

o   Contribute to  ROI Business Case Analyses

·        Provide insights on Cisco product improvements, eLoyalty process improvements, template development, etc.

·        Provide insights on competitor service offerings


Required skills:

  • 6+ years presales experience designing complex Contact Center, voice self-service solutions (applications and infrastructure)
  • 3 to 5 years design and architecture experience working with Cisco UCCE solutions is preferred.
  • Ability to think critically and logically articulate technical recommendations into customer business value – both verbally and through compelling presentations and proposals 
  • Ability to travel up to 30%


We offer an outstanding career development opportunity, a competitive base salary, opportunity to earn a team quarterly bonus and full comprehensive benefits.  We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in client delivery, support and satisfaction.



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