TeleTech TAM Leader, IT Client Services in Englewood, Colorado

TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.

Ttec is seeking a TAM Leader, IT Client Services to join our IT team based in Englewood, CO. We’re a global company that is 46,000 employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

What you’ll be doing:

You will manage Ttec’s portfolio of accounts by effectively leading global teams of Technical Account Managers (TAM’s) who are the primary point of contact to Ttec technology for both our internal and external clients during the lifecycle of a client program. Your team is responsible for the successful program management as well as indirectly responsible for end-to-end technology including but not limited to desktops, network infrastructure, servers, applications and reports as well as all communications to the client about all technology issues, changes and new innovation initiatives.

You will be responsible for:

  • Providing leadership over a global team of Technical Account managers.

  • Aligning with leadership of Ttec Operations to execute the strategy for accounts from an IT perspective.

  • Participating with management teams of Ttec’s operations and other business owners to ensure quality customer support.

  • Implement Ttec standards for maintaining a stable environment in addition to making recommendations for updated standards.

  • Ensures all aspects of technology for the programs are within contractual specifications as well as all aspects of technology are in full working order for clients.

  • Identify new technology initiatives at Ttec to improve client service.

  • Chair or attend internal and external meetings as required by client programs and attend monthly or quarterly client meetings to present technology status (QBR’s, etc.,)

Desired Skills and Experience:

  • 14 years managing Information Technology teams or project teams

  • Experience working in Account Management with heavy client interaction

  • 14 years of experience in a call center environment, with knowledge of Avaya and Cisco infrastructure preferred.

  • Thorough knowledge of network protocols and operation, desktop operating systems and capabilities, and troubleshooting techniques.

  • Prefer certifiable technical skills. Acceptable certifications include but are not limited to Associate or Bachelor Degree in Computer Science, Microsoft Certified Product Specialist (MCPS), Microsoft Certified Engineer (MSCE).

  • Highly organized and efficient with a strong ability to learn quickly and self-motivated.

  • Ability to travel 2-3 times a year.

Who we are:

Ttec is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

What We Offer:

  • A fun, challenging and rewarding work environment

  • Performance equity, variable incentive bonus plan, 401K company match

  • Professional development and tuition reimbursement

  • Paid time off and leave of absence programs

  • Cafeteria, fitness center, car detailing, dry cleaning, postal services, covered parking

  • Rich wellness program and activities along with wellness incentives

  • Above & beyond employee recognition programs

  • Access to local discounts to services and entertainment venues

Job: *Information Technology

Title: TAM Leader, IT Client Services

Location: CO-Englewood

Requisition ID: 02ACM