---
title: 'Principal, Client Advisory - Workforce Management (copy) at TTEC Digital'
canonical: 'https://feeny.ai/job/principal-client-advisory-workforce-management-copy-ttec-digital-sydney-750sq62mqqsh'
type: 'job'
last_seen: '2026-11-12'
---

# Principal, Client Advisory - Workforce Management (copy) at TTEC Digital

- **Company:** TTEC Digital
- **Location:** Sydney, Australia
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-11-12
- **Last confirmed live:** 2026-11-12
- **Apply:** https://jobs.lever.co/ttecdigital/d6aa2e56-3721-4fa0-be69-37325cf9a9a1

## 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.

## What you will be doing

1. Customer Success & Strategic Account Leadership

- Own the portfolio. Act as the primary point of contact and trusted advisor across key strategic accounts, accountable for satisfaction, retention, renewal and growth.
- Drive value realisation. Build and maintain account success plans mapped to each client’s business outcomes and CX objectives, and demonstrate measurable value against them.
- Run the cadence. Lead regular business reviews (QBRs), maintain account health scores, and proactively surface risks and opportunities before they escalate.
- Grow the relationship. Partner with sales and pre-sales to identify and progress renewal, expansion and cross-sell opportunities within the portfolio. Lead the negotiation of strategy, scope and statements of work with senior and executive client stakeholders.
- Orchestrate delivery. Coordinate managed-services, delivery and support teams to ensure SLA commitments are met and clients realise the outcomes they were sold.
- Own escalations. Serve as the senior escalation point for client issues, driving timely resolution and protecting CSAT / NPS.
- Lead within engagements. Take on leadership in aspects of larger and multiple concurrent client engagements and workstreams, working independently with little or no day-to-day guidance and owning quality and delivery outcomes.
- Own the commercials. Hold profit-and-loss (P&L) accountability for the portfolio — managing engagement economics, margin and commercial governance to the parameters defined in each engagement agreement.

1. Workforce Management (WFM) Domain Expertise

- Be the WFM SME. Act as the recognised WFM subject-matter expert for the Australian client base — the person delivery, pre-sales and clients turn to for any workforce management need.
- Lead on implementations. Provide domain leadership across the WFM lifecycle: forecasting, scheduling, intraday management, adherence, capacity planning, shrinkage and reporting.
- Advise across platforms. Guide clients on WFM best practice across leading platforms including Genesys, Calabrio, NICE and Verint.
- Shape solutions. Support pre-sales and delivery with WFM scoping, requirements gathering, configuration guidance and solution design.
- Translate operations to configuration. Convert contact-centre operational needs into practical WFM process design, configuration and ways of working.
- Enable and transfer knowledge. Lead WFM workshops, enablement sessions and knowledge transfer for both clients and internal teams.
- Stay ahead. Track WFM platform roadmaps and emerging capabilities (e.g. AI-assisted forecasting and omnichannel scheduling) and bring that thinking to clients.

1. Collaboration & Practice Building

- Work across the business. Partner closely with Client Advisory, Managed Services, Pre-Sales and Delivery to join up the client experience.
- Build reusable capability. Lead the development of TTEC Digital’s WFM practice — playbooks, accelerators and reusable assets that scale expertise beyond one person.
- Uplift the team. Mentor and upskill account and delivery colleagues on WFM fundamentals.

## Skills and experience you will bring

- 8+ years in customer success, account management or client advisory within CX, contact centre, SaaS or managed-services environments, including demonstrable experience leading aspects of client engagements or projects.
- Degree qualified, with a post-graduate or advanced degree desired.
- Demonstrable, hands-on Workforce Management expertise — as a WFM practitioner (analyst / planner / RTA) and/or implementing or configuring WFM platforms.
- Working knowledge of one or more leading WFM platforms (Genesys, Calabrio, NICE or Verint).
- Strong understanding of contact-centre operations and the metrics that matter (service level, occupancy, shrinkage, adherence, AHT).
- Excellent stakeholder management, including credibility with senior and executive client contacts.
- Demonstrated experience leading aspects of projects and/or managing multiple concurrent client engagements, with commercial or profit-and-loss (P&L) exposure.
- Based in Australia with current rights to work, and able to travel domestically to client sites as needed.

Preferred skills and experience:

- Experience across more than one WFM vendor / platform.
- Background in a CX consulting, technology-services or BPO / outsourced contact-centre environment.
- Relevant platform certifications (e.g. Genesys, Calabrio, NICE, Verint).
- Familiarity with cloud contact-centre platforms (e.g. Genesys Cloud, Amazon Connect, NICE CXone, Microsoft).
- Project or change-management exposure supporting WFM rollouts.

## #LI-BN1

## 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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