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.
Join TTEC Digital's rapidly growing Google Practice, where we help organizations redefine customer engagement through AI-powered solutions built on Google Cloud, Gemini Enterprise CX, Vertex AI, Customer Engagement Suite (GECX), and Conversational AI technologies!
As a Principal Technical Project Manager, you will lead high-profile transformation programs that combine advanced AI capabilities with modern customer experience strategies. Working closely with executive stakeholders, architects, delivery teams, and Google alliance partners, you will drive the successful delivery of complex, multi-workstream initiatives that enable intelligent self-service, Agentic AI, contact center modernization, and enterprise-scale CX transformation. This role is ideal for a consulting lead who thrives at the intersection of technology, business strategy, and client success.
What you will be doing:
- Lead overall implementation of medium-to-large projects, with team sizes varying from 3 to 30 people (TTEC staff, contractors, client resources, and vendors)
- Manage the overall delivery relationship with clients
- Frequent and direct contact with senior-level managers, directors, and executives to provide project status
- Develop weekly status reports providing project progress updates on overall project health, risks and issues to client and account team
- Develop financial reporting dashboards providing project financial status to the client
- Identify and participate in implementing methods necessary to capture identified benefit metrics and business cases to support the project
- Support project VP in reviewing invoices for accuracy
Skills and experience you will bring:
- 7-10+ years of project/program management experience leading complex enterprise technology implementations within a consulting, professional services, or systems integration environment.
- 1-3+ years leading Google Customer Engagement Suite (CES/GECX), Google Conversational Agents, Vertex AI, Gemini, Contact Center AI (CCAI), and/or Google CCaaS implementations from solution design through deployment and adoption.
- Proven experience delivering large-scale customer experience (CX), contact center transformation, and AI-enabled modernization programs for enterprise customers.
- Demonstrated ability to lead and coordinate cross-functional global delivery teams of 10-50+ resources, including architects, AI engineers, developers, data analysts, QA, change management, and business stakeholders.
- Experience managing programs involving Generative AI, Large Language Models (LLMs), conversational AI, virtual agents, agent-assist, knowledge management, and automation solutions.
- Strong understanding of AI governance, responsible AI practices, model evaluation, prompt engineering concepts, security, compliance, and enterprise risk management.
- Expertise in managing project scope, financials, resource planning, risk management, executive communications, and stakeholder alignment across multiple workstreams.
- Proven ability to engage with and influence C-level executives, customer sponsors, and senior business leaders while serving as a trusted advisor throughout the engagement lifecycle.
- Strong knowledge of Agile, Scrum, Waterfall, and Hybrid delivery methodologies, with experience selecting and applying the appropriate framework based on project requirements.
- Advanced proficiency with project and portfolio management tools including Microsoft Project, Jira, Azure DevOps, Smartsheet, and Microsoft 365 collaboration tools.
- Exceptional written, verbal, presentation, facilitation, and executive communication skills, with a demonstrated ability to communicate complex AI and technical concepts to both technical and non-technical audiences.
- Strong analytical, problem-solving, and critical-thinking capabilities with a focus on driving measurable business outcomes.
- Experience managing projects with federal, regulated, or highly secure environments preferred.
- Ability to obtain and maintain a U.S. Government security clearance, as required.
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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
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.
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