Senior Manager, Systems Engineering

Your potential has a place here with TTEC’s award-winning employment experience.  As a Senior Manager, Systems Engineering working remotely in the Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

What You’ll Do –

In this role you have to understand in several directions at once: the platform and how it truly behaves in production, the client we are put in front of, the operations partners who rely on these systems every day and the partner teams who build and sell alongside us. Seeing the work through all of those eyes, not only the platform's, is what lets us integrate more cleanly, build with fewer surprises and support with more care. That habit sits at the center of how we work here. It is the first thing we look for.

You will partner closely with the Executive Director on RFPs, client meetings and sales engineering, moving easily between deep technical work and honest conversations with executives and clients. We want someone steady and clear, genuinely good with people, who asks good questions before reaching for answers and who cares about getting the details right.

During a Typical Day, You’ll:

• Platform and product ownership

• Governance, security and compliance

• Change management

• Reporting and metrics

• Team leadership and escalation

• Client, sales and RFP support

• Tools and documentation

• Training and continuous improvement

What You Bring to the Role:

• A habit of seeking to understand first. Before you change a system, you work to see it through the eyes of the client, the customer, our operations partners and the partner teams we work alongside.

• Experience building, integrating and running an enterprise CCaaS platform. Google Contact Center AI is preferred. We will also happily consider Genesys Cloud, Amazon Connect, Five9 or similar.

• Product management or platform ownership experience for a technical product or service, ideally in contact center or customer experience technology.

• A track record leading Tier 1 and Tier 2 support teams and serving as an escalation point for production systems. • Hands on experience with governance, audits and security and compliance work, including SOX, PCI, security audits and DR exercises.

• Proficiency with Jira, including Tempo or a similar time tracking tool, along with Confluence and standard reporting tools.

• Strong communication skills and real comfort in client facing settings, including RFP support, technical presentations and sales collaboration. • Proven ability to lead distributed teams across multiple geographies and time zones.

Nice to have

• Direct experience with Google Contact Center AI virtual agents and related training programs.

• A history of owning structured reporting, such as weekly status reports and monthly scorecards, for a critical production platform.

• CAB and formal change management experience in a regulated or enterprise environment.

• Background designing or overseeing architecture for contact center or customer experience platforms.

• Experience with CRM, IVA, IVR and channel integrations.

What You Can Expect

• Supportive of your career and professional development 
• An inclusive culture and community minded organization where giving back is encouraged 
• A global team of curious lifelong learners guided by our company values 
• Ask us about our paid time off (PTO) and wellness and healthcare benefits

About TTEC 
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, 
text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

Visit https://mybenefits.ttec.com for more information.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.