Principal, Sales Engineering

Purpose

Lead technical qualification, assessment, and end-to-end IT solution design for TTEC’s client-facing customer experience programmes across complex global pursuits and strategic accounts. Act as the senior technical authority from discovery through contracting, solution approval, and handover to delivery, ensuring solutions are viable, deliverable, and commercially sound.

Key Responsibilities

• Act as the lead technical authority throughout the sales pursuit lifecycle, from early client engagement and qualification through solution design, approval, and handover to delivery.

• Translate client requirements into clear, implementable end-to-end solution designs across CCaaS, infrastructure, connectivity, EUC, security, platforms, and data.

• Design integrated technology solutions across the TTEC platform stack, including CXone, Genesys Cloud, Amazon Connect, Google CCAI, Cisco, and SD-WAN/MPLS connectivity, ensuring alignment with TTEC's global IT strategy, delivery geography, site capacity, and platform constraints.

• Present your technology solution proposals and designs to colleagues, stakeholders and clients as required with confidence and accuracy, helping to influence outcomes as part of the pre-sales process, as part of a multifunctional Pitch team.

• Produce and own technical design documentation using TTEC standards and templates, including architectural artefacts, RFP responses, MSA/SOW technical attachments, SLA inputs, and the definition of technical assumptions, risks, dependencies, and exclusions.

• Partner with Sales, Solution Strategy, Finance, Security, Network, Delivery, Procurement, and Project Management teams to ensure solutions are commercially sound, operationally viable, and successfully transitioned into implementation.

• Own the accuracy of costs and pricing defined in your solution designs, ensuring assumptions are justified and approved by Finance, Sales, Technology, and other key stakeholders.

• Build trusted client relationships and contribute best practices, reusable patterns, and lessons learned back into the Solution Design function.

What Good Looks Like

• Approval of your accurate, costed, effective and reliable technology solution designs by senior IT and business stakeholders with minimal revision.

• Strong win rates on qualified pursuits led by the Solution Engineer from a technical solution standpoint.

• Contracted deals transition into delivery and launch with minimal rework, scope challenge, or escalation.

• Technical risks, assumptions, and dependencies are identified, priced, and resolved before contract signature.

• Clients and internal stakeholders recognise the Solution Engineer as a trusted advisor and seek their support on follow-on opportunities.

• Strong collaborative relationships with IT colleagues and leaders, stakeholders and clients helping you to influence and create confidence.

• Sales, Finance, Technology, and Delivery teams have confidence in the design, costs, and pricing.

Experience & Profile

• Strong experience in a senior Sales/Pre-Sales Engineering, Client-facing IT Solution Design or similar role within enterprise services, BPO, or outsourcing

• Excellent presentation and client-facing skills including definition and presentation of compelling technology pitches, ability to clearly articulate technology design features and considerations, and has excellent spoken and written English language skills.

• Track record across global, multi-region, multi-tower deals

• Strong CCaaS platform knowledge across at least two of: NICE CXone, Genesys Cloud, Amazon Connect, Google CCaaS

• Strong knowledge of typical IT infrastructure, connectivity, application layer and security supporting outsourced customer service operations.

• Demonstrable knowledge of common AI platforms and their capabilities coupled with experience/interest In AI tools and services in the BPO sector

• Demonstrable experience dealing with third-part vendors and partners in relation to technology integration, procurement and licensing of technology products and services.

• Architectural mindset paired with commercial instinct, with ownership of cost and risk in addition to design

• Operates effectively in ambiguity and influences senior stakeholders without relying on positional authority

• Willing to occasionally travel domestically or internationally for client workshops, executive sessions, and discovery workshops if pursuits require this.