AWS Delivery Director

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.
VoiceFoundry, a TTEC Digital LLC company, is seeking a Delivery Director to join our team.  This is a remote role based in the United States. We’re a group of problem solvers that work on the AWS CX Eco-system designing, building, and supporting the AWS CX stack for global brands. Amazon Connect is disrupting the customer CX market with Artificial Intelligence and API-driven customer experiences with a cloud-first approach. 
At VoiceFoundry we are at the heart of this industry transformation solving problems on a global scale and working shoulder to shoulder with AWS and our customers to challenge the norm and drive customer, agent, and business transformation. 
As a professional services and managed service organization, there are always problems to be solved and opportunities to grow and dive deep into some of the latest AI/NLU technologies from AWS. We’re looking for capable problem solvers who fit with our supportive ‘start-up’ style business, to join our talented and 100% remote teams.
Come make history!

What You Will Be Doing:

• Refine existing and define new CX offers and services.
• Successfully leading and directing Professional Services teams in their daily service delivery
• Ensure team billable utilization targets are achieved.
• Manage and oversee project staffing on all consulting engagements.
• Overall leadership in meeting client SLAs and expectations
• Incubate and expand new teams to support innovation.
• Support the sales cycle through scoping and approval of PS engagements, which include executive-level prospect meetings and solution reviews.
• Attract and retain a highly functional & technical professional staff
• Coordinate closely with Account Management, Managed Services, and CTS Sales

What You Bring to The Role:

• Successful Client Support, Professional Services Leadership, and Product/Offer Innovation
• Management of client services inclusive of SLAs and service-driven environment
• Strong experience in Change Management and Business Process Design Reengineering
• Ability to positively handle and manage high-pressure situations.
• Ability to manage client demands across multiple customers worldwide with a geographically dispersed staff.
• Strong verbal and written communication skills with previous experience creating Statements of Work for new and existing customers.
• Ability to motivate, direct, attract, retain, and grow highly technical staff.
• Experience with Amazon Connect and AWS services, including Lambda, DynamoDB, S3

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About UsTTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. 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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