TTEC Digital

Delivers customer experience orchestration technology

Senior Consultant

Implementation & Technical Account ManagementConfirmed live in the last 24 hours

Full-timeHyderabad, Telangana, IndiaNo salary listed

About the Job

Requirements

Be available in person in Hyderabad and comply with site working policies.
Have 12 or more years of overall experience in the customer experience software space.
Have 4–7 years of experience working with the ServiceNow platform.
Have proven experience leading the design, development, and implementation of complex ServiceNow solutions.
Have expertise in JavaScript, HTML, CSS, and other web development technologies.
Have a deep understanding of ServiceNow architecture and data models.
Have advanced experience with ServiceNow integration methods, including REST and SOAP APIs.
Have in-depth knowledge of ITIL processes and best practices.
Hold the ServiceNow Certified System Administrator (CSA) certification.
Hold either the ServiceNow Certified Implementation Specialist (CIS) certification or the ServiceNow Certified Application Developer (CAD) certification.
Have experience with Customer Service Management and CCaaS.
Have experience with CTI and IVR integrations.
Have experience with Agile/Scrum methodologies.
Have familiarity with additional ServiceNow products and modules.
Have knowledge of cloud platforms and technologies.
Demonstrate the ability to understand technical components and deliver technical solutions.
Demonstrate the ability to manage multiple projects and products and use time and resources efficiently.
Demonstrate the ability to prioritize, solve problems, and handle demanding situations.
Demonstrate the ability to work with diverse customers and provide effective technical and customer-service support.

Responsibilities

Architect, design, and solution ServiceNow platform solutions.
Lead a team of ServiceNow consultants in delivering customer solutions.
Coordinate with onsite delivery teams, project managers, onshore team members, sales teams, and clients.
Drive innovation and growth of the ServiceNow practice by identifying opportunities, developing capabilities, and ensuring stakeholder satisfaction.
Take ownership of technical delivery for project work conducted from India.
Lead scope understanding and detailing with onshore or client teams.
Estimate and plan work for the India team.
Review delivered work for quality.
Code and test projects.
Attend meetings and training as required.
Work with system analysis and project management to complete projects successfully.
Participate in solution engineering and presales, including solutioning, estimation, and drafting proposals and contracts.
Drive training, development, and knowledge sharing.
Contribute to the growth of the India team, including additional team capacity and new technical skills.
Share responsibility for operational metrics for the India team.
Provide support and guidance to junior team members, particularly on challenging and sensitive assignments.

Desired Qualifications

A bachelor's degree in computer science, information technology, or engineering is preferred.
Additional ServiceNow certifications or relevant technical certifications are a plus.

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.

Position Purpose

As a Principal Consultant you will be responsible for architecting, designing and solutioning Service Now platform solutions as well as leading a team of Service Now consultants to deliver innovative solutions for our customers. You will need to liaison onsite delivery teams like project managers, onshore team members, and at times sales team members and client. You will also drive the innovation and growth of the Service Now practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction.

Key Responsibilities

1.Experience of architecting, designing Service Now platforms solutions and lead teams

2.Be available in-person in Hyderabad with commitment to office presence as per site working policies.

3.Able to take over technical delivery ownership for project work happening from India:

a.Lead work scope understanding and detailing with onshore or client teams.

b.Estimate and plan work for India team to deliver.

c.Review delivered work for requisite quality.

d.Code and test projects.

e.Attend meetings and training as required.

f.Work with system analysis and project management for the successful completion of a project.

4.Actively participate in Solution Engineering and Pre-sales activities including solutioning, estimation and drafting of proposals and contracts

5.Driving training & development and knowledge sharing aspects

6.Actively participate on India team growth for additional team size and new technical skills.

7.Will be jointly responsible for operational metrics for India team.

8.Hands-on Technical skills on:

Competency

·Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize.

·Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments.

·Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective.

·Technical: Ability to understand all technical components and deliver on technical solutions

Education, Experience and Certification

1.Bachelor’s degree in computer science, IT, or engineering preferred.

2.Overall 12+ yrs experience in customer experience software space

3.Minimum of 4-7 years of experience working with the ServiceNow platform.

4.Proven experience in leading the design, development, and implementation of complex ServiceNow solutions.

5.Technical Skills:

a.Expertise in JavaScript, HTML, CSS, and other web development technologies.

b.Deep understanding of ServiceNow architecture and data model.

c.Advanced experience with ServiceNow integration methods, including REST and SOAP APIs.

d.In-depth knowledge of ITIL processes and best practices.

6.Certifications:

a.ServiceNow Certified System Administrator (CSA) is required.

b.ServiceNow Certified Implementation Specialist (CIS) or ServiceNow Certified Application Developer (CAD) is required.

c.Additional ServiceNow certifications or relevant technical certifications are a plus.

7.Experience with Customer Service Management and CCaaS.

8.Experience with CTI and IVR integrations.

9.Experience with Agile/Scrum methodologies.

10.Familiarity with additional ServiceNow products and modules.

11.Knowledge of cloud platforms and technologies.

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

About the Company

TTEC Digital

Delivers customer experience orchestration technology

TTEC Digital helps organizations manage customer experiences by orchestrating conversations across channels. It combines technology with human-centric empathy and leverages in-house CX strategy, data and analytics, and AI to support contact center platforms and deliver better interactions. The product works by integrating with leading contact center technology and applying strategic CX design, data insights, and automated intelligence to route, personalize, and optimize customer communications. Compared to competitors, TTEC Digital emphasizes its global reach and its blend of strong tech capabilities with hands-on CX strategy, analytics, and AI expertise to deliver end-to-end CX improvements, not just software. The company’s goal is to help organizations deepen customer relationships and achieve stronger business outcomes, such as higher satisfaction, loyalty, and efficiency.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Austin, TX
Founded: Not listed

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