---
title: 'Principal Client Advisory at TTEC Digital'
canonical: 'https://feeny.ai/job/principal-client-advisory-ttec-digital-manila-gazy50hghtkw'
type: 'job'
last_seen: '2026-09-07'
---

# Principal Client Advisory at TTEC Digital

- **Company:** TTEC Digital
- **Location:** Manila, Philippines
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-03
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/ttecdigital/b148072a-0cb1-4db7-9088-eff14751a6f5

## Job description

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.

TTEC Digital is seeking a Principal Client Advisory to join our Managed Services practice. This is a remote, telecommute role based in Manila. In this role, you will serve as the operational and technical lead for a portfolio of managed services clients, driving service delivery and ensuring excellence across the full client lifecycle. You will act as a trusted advisor, overseeing client platform operations, leading client relationships, and managing day-to-day delivery while maintaining high levels of client satisfaction. You will play a key role in incident management, platform upgrades, contract renewals, and continuous improvement initiatives, partnering closely with cross-functional teams to resolve issues, mitigate risks, and identify opportunities to grow and optimize services. You will also be responsible for creating and delivering weekly and monthly service reviews for clients, providing service metrics, and collaborating with internal teams to support quarterly client reviews. In addition, you will help ensure compliance with client standards, including ITIL processes, security, and operational policies, while serving as a central point of coordination for internal and external communications. Additionally, you will support the transition from project delivery to ongoing support (Day 2) and contribute to the commercial success of each engagement by assisting with billing inputs, documentation, gathering requirements, and helping define level of effort for new initiatives.

What You Will Be Doing: Platform Operations & Service Delivery

- Oversee the management, trending, and analysis of support and change service requests
- Perform ongoing platform health monitoring and system checks to ensure stability, performance, and capacity
- Prioritize and coordinate work for technical resources to ensure timely completion of service requests and changes
- Drive Change Management cycles and ensure visibility across stakeholders
- Analyze platform performance metrics and implement action plans to address risks or issues
- Coordinate incident and service request resolution from initiation through root cause analysis across Service Desk, Level II/III, and engineering teams
- Serve as an escalation point for high-priority incidents (P1/P2), ensuring timely communication and resolution
- Drive root cause analysis (RCA) follow-through, ensuring corrective and preventive actions are implemented
- Maintain strong working knowledge of supported platforms and apply expertise to client environments
- Ensure adherence to client policies and ITIL processes, including Incident, Problem, Change, Release, Security, and Asset Management

Client Relationship & Communication Management

- Build and maintain strong, trusted relationships with client stakeholders
- Act as a strategic advisor and primary operational contact for assigned clients
- Lead regular operational status reviews and business review meetings
- Create and deliver weekly and monthly service reviews to clients, and provide service metrics input and collaborate with internal teams to support quarterly business reviews
- Coordinate communications across Account Management, delivery teams, and third-party vendors
- Proactively assess client satisfaction and identify opportunities for improvement
- Conduct structured client feedback sessions and drive action planning based on outcomes
- Capture and share lessons learned and best practices across internal teams
- Mentor internal resources to ensure high standards of delivery and customer experience

Commercial & Account Management

- Participate in and support contract renewal activities, including scope validation and service alignment
- Partner with Business Development teams to identify account expansion and optimization opportunities
- Assist in the development of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation
- Track project run rates, resource utilization, and support accurate invoicing processes
- Provide inputs to billing and financial reporting, including effort tracking and utilization data
- Support pre-implementation planning, including requirements gathering, level of effort (LOE), and resource planning
- Deliver regular account status updates and key client insights to internal stakeholders

Transition & Continuous Improvement

- Lead and support the transition of clients from project implementation to Day 2 support operations
- Ensure all required support documentation is developed, maintained, and accessible
- Set clear expectations with clients regarding support scope, responsibilities, and service delivery
- Drive continuous improvement in delivery processes, tools, and client experience
- Manage client expectations across ongoing support and project-related activities

What You Will Bring:

- 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-prem environments
- Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies
- Strong background in client relationship management and consulting
- Proven ability to manage incident response, change management, and service delivery processes
- Solid understanding of ITIL frameworks and operational best practices
- Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals
- Demonstrated ability to mentor others and manage technical support teams
- Strong communication, problem-solving, and stakeholder management skills
- Ability to work effectively in a remote, global, and cross-functional environment

## #LI-IG1

## About Us

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.

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.

#LI-RemotePhilippines

## About TTEC Digital

## Company Overview
- **One-liner**: TTEC Digital is the largest pure-play Customer Experience (CX) technology partner globally, delivering data, AI, observability, security, and contact center solutions for enterprise clients.
- **Entity Type**: Public (subsidiary of TTEC Holdings, NASDAQ: TTEC)
- **Headquarters**: Austin, Texas, United States (with offices in Greenwood Village, Colorado, and global locations)
- **Founded**: 1982 (as part of TTEC; TTEC Digital operates as a dedicated digital business unit)
- **Founders**: Not publicly disclosed for TTEC Digital specifically; TTEC Holdings was founded by Kenneth Tuchman

## Core Business
- **Primary industry**: IT Services and IT Consulting, specifically Customer Experience (CX) technology and digital transformation
- **Target customers**: Enterprise B2B clients (1,000+ clients across North America, Europe, and Asia Pacific), including global brands and public service organizations
- **Mission or purpose statement**: "To help the world’s most respected organizations create connected, valuable, lasting relationships." (Guided by values of purpose, humanity, and connection)

## Products & Services
- **CX Strategy & Consulting**: End-to-end CX design, orchestration, and transformation consulting, including customer journey mapping and experience architecture.
- **Contact Center Technology Implementation**: Certified at the highest tier across major platforms (Amazon Connect, Google Gemini Enterprise, NICE CXone, Genesys Cloud, Five9), covering implementation, integration, and optimization.
- **AI & Agentic AI Solutions**: Design and deployment of AI-driven contact center solutions, including agentic AI architectures, conversational AI, and Google Gemini Enterprise CX.
- **Data, Analytics & Insights**: Data engineering, analytics, and insights services to drive customer behavior understanding and business outcomes.
- **Observability & Security**: Cloud-native observability, security, and monitoring solutions for CX environments.
- **Managed Services**: Ongoing operations, maintenance, and support for CX technology stacks, with outcome-based delivery rather than hours billed.
- **Proprietary Software & Forward-Deployed Engineers**: Custom-built software and embedded engineering resources for tailored client solutions.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (TTEC Digital is a subsidiary; TTEC Holdings' market cap is separate and not provided in sources)
- **Key Metric**: Annual Revenue not publicly disclosed for TTEC Digital; parent TTEC Holdings reports consolidated revenue. Total funding is not applicable (public parent).
- **Notable Investors/Partners**: Certified partner of Amazon Web Services (AWS), Google Cloud (Gemini), NICE, Genesys, Five9, and other leading CX platforms. Clients include global brands across North America, Europe, and Asia Pacific.
- **Growth Signals**: 
  - Headcount growth: +12.1% YoY (+214 employees) per LinkedIn; official site claims 2,000 technologists (conflicting reports — see Sources)
  - Active job postings up +82.4% year-over-year (62 open positions as of data date)
  - 2026 Great Place to Work Certification (USA); 2025 Gold, Silver & Bronze Stevie Awards; 2024 Fortune's America's Most Innovative Companies

## Competitive Advantages
- **Largest pure-play CX technology partner** globally, with a deep foundation in data, AI, and observability/security
- **2,000+ technologists** and certified at the highest tier across every major CX technology platform (data, analytics, contact center, CRM, cloud, frontier AI)
- **Single accountable partner** model — from first architecture decision through deployment and ongoing operations
- **Outcome-based delivery** (measured on outcomes, not hours billed) with a "global firm + strategic partner" agility
- **Global footprint** with offices across North America, Europe, Asia Pacific, and delivery centers in India and Philippines, offering support in dozens of languages

## Strategic Focus
- **AI-driven transformation**: Scaling agentic AI and generative AI solutions across enterprise CX (e.g., Google Gemini Enterprise, Amazon Connect agentic AI)
- **Cloud-native modernization**: Deepening AWS, Azure, and Google Cloud expertise for contact center and CX infrastructure
- **Data & analytics expansion**: Growing analytics and insights capabilities to drive measurable business outcomes
- **Talent acquisition**: Aggressively hiring across senior consulting, architecture, and engineering roles (62 active postings, +82.4% YoY job posting growth)

## Why Work Here
- **Great Place to Work certified** (2026, 2025, 2024) — recognized for team quality and culture
- **Remote-friendly**: Many roles are remote (e.g., "Remote — Full-Time Austin, TX"), with a fully remote U.S.-based team; some on-site roles in Hyderabad, India
- **Global stage**: Work with world-renowned brands and essential public service organizations on high-stakes AI and cloud projects
- **Engineering culture**: "Ditch the script and build tailor-made systems" — emphasis on innovation, custom builds, and forward-deployed engineering
- **Employee ratings** (LinkedIn): 3.8/5 overall; Work-Life Balance 4.1, Compensation 3.6, Culture 3.6, Career 3.5
- **Growth opportunities**: Strong headcount growth (+12.1% YoY) and expanding AI practice areas
- **Diverse, global team**: Workforce distributed across 20+ countries, with strong talent pipelines from Cognizant, Avtex, HCLTech, and Accenture

## Sources
1. [ttecdigital.com](https://www.ttecdigital.com/about)
2. [ttecdigital.com](https://www.ttecdigital.com/careers)
3. [jobs.lever.co](https://jobs.lever.co/ttecdigital)
4. [linkedin.com](https://linkedin.com/company/ttec-digital)
5. [ttecdigital.com](https://www.ttecdigital.com/locations/united-states)

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