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.

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.

Skills & Tags

java javascript ai data product design sales

Aplyr's read

TTEC Digital specializes in customer experience technology, offering digital transformation services to enhance client engagement. It's ideal for tech-savvy professionals in customer-focused roles.
Synthesized from recent postings & public sources

What's promising

•Strong focus on digital transformation in customer experience management.
•Diverse range of roles from technical to strategic positions.
•Opportunities to work with leading technology platforms like AWS, Microsoft, and Google.

What to watch

•Limited public information about company culture and employee satisfaction.
•Potential for high-pressure environment due to client demands in digital transformation.
•Frequent need for specialized technical skills may limit broader career mobility.

Why TTEC Digital

•Expertise in integrating major technology platforms for customer experience solutions.
•Specialized roles in cutting-edge technologies like NICE CXone and Five9 VCC.
•Focus on high-level strategic roles, such as Vice President Digital Sales Executives.

Aplyr’s read is generated by AI from public sources. Was it useful?

About TTEC Digital

TTEC Digital

ttecdigital.com

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TTEC Digital is a customer experience technology and services company that helps organizations improve their customer engagement through digital transformation.