CX Management Consultant

About TTEC Digital

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.

About the Role

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. The world of customer experience (CX) is undergoing a massive shift, with Artificial Intelligence serving as a primary catalyst for change. While the mission to provide excellent CX hasn’t changed, to compete in this new landscape, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world and unlock the power of AI for CX transformation, brands need a partner with experience. TTEC Digital helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement and digital transformation. We are seeking a CX Management Consultant to join our CX Transformation Studio Consulting team. The ideal candidate will have a strong foundation in contact center operational leadership and a passion for strategic advisory. In this role, you will help clients define their CX strategies and build compelling business cases for AI enablement and digital transformation. This is a 100% remote opportunity!

Client Advisory

What You Will be Doing:

• Serve as a trusted advisor to clients, providing expert guidance on contact center operations, CX strategies, and AI enablement.
• Work with consulting teams to design and operationalize solutions that prioritize both the customer and employee experience (EX), ensuring that people, process and technology transformations are rooted in empathy and human-centric design.
• Organize and facilitate working sessions and workshops with key stakeholders to define strategy and elicit business requirements.
• Synthesize learnings from engagements into complete deliverable packages for the client, including current state assessments, gap analyses, roadmaps, and business cases.
• Author and deliver professional, effective presentations to client stakeholders, ensuring complex strategies are communicated clearly to executive leadership.
• Apply data to business case development to demonstrate how AI and digital solutions can deepen customer relationships and increase sales.

IP Generation & Professional Development

• Participate in the design and continuous improvement of standard consulting methods, frameworks, and artifacts.
• Actively participate in personal growth and professional development activities.

What You Will Bring

• Experience: Minimum of 5–7 years of experience, preferably in contact center operational leadership.
• Technical Fluency (Preferred Plus): Familiarity with CX Cloud Hyperscalers (Amazon, Microsoft, Google), AI solutions, Genesys, and CRM platforms such as Salesforce and ServiceNow.
• Education: Bachelor's Degree required.
• Agility & Facilitation: Must be comfortable "thinking on your feet" and facilitating one-on-one and small collaborative working sessions.
• Communication & Executive Presence: Exceptional communication skills, both verbal and written, with a proven ability to express complex topics and present to leadership by connecting the dots between business and technical perspectives.
• Strategic Acumen: Proven experience providing high-level strategic advisory and developing robust business cases for enterprise initiatives.
• Proven ability to thrive in a remote, team-oriented, high-demand, and fast-paced environment.

Compensation & Benefits

$105,000 - $130,000 a year 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.

Application Instructions

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Key skills/competency

Customer Experience, Contact Center Operations, AI Enablement, Digital Transformation, Strategic Advisory, Business Case Development, Stakeholder Management, Presentation Skills, Remote Work, Team Collaboration.