Splunk实践负责人

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 an entrepreneurial Director - Splunk Practice Leader - to launch and scale a new Splunk consulting capability. This leader will combine deep Splunk architecture expertise, architect-level Contact Center as a Service (CCaaS) experience, consultative selling, executive presence, and professional services leadership. A key focus of the position is architecting and leading Splunk integrations across a wide variety of CCaaS platforms to improve visibility, observability, security, operational intelligence, and customer experience outcomes.

The role begins with a hands-on focus on market development and customer acquisition. The leader will shape the go-to-market strategy, support sales pursuits, define initial offerings, win and help deliver the first customer engagements, and establish credibility with Splunk, Cisco, clients, and internal teams. As demand grows, the role will transition into leadership of the Splunk Professional Services Practice, with accountability for methodology, delivery quality, financial performance, talent, and long-term growth.

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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following:

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

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.

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Key role responsibilities
Business Development and Growth Leadership
•    Partner with sales, alliances, and executive leadership to define and execute the Splunk go-to-market strategy.
•    Develop relationships with Splunk and Cisco leaders, field sellers, solution teams, and partner managers to create joint account and co-sell opportunities.
•    Lead technical opportunity qualification, discovery workshops, executive presentations, demonstrations, architecture sessions, and pursuit strategy.
•    Translate customer business needs into differentiated Splunk solutions and clearly communicate value to executive and technical audiences.
•    Support proposals, RFP responses, estimates, architecture diagrams, pricing inputs, and Statements of Work.
•    Build qualified pipeline, help secure the first reference customers, and expand successful engagements into broader relationships.

Solution Architecture and Technical Leadership
•    Serve as TTEC Digital’s senior Splunk technical authority and trusted advisor for strategic pursuits and engagements.
•    Design secure, scalable, supportable solutions across Splunk Cloud, Splunk Enterprise, Enterprise Security, ITSI, Observability, and related capabilities.
•    Architect and lead Splunk integrations across a wide variety of CCaaS solutions, defining integration patterns, data ingestion strategies, telemetry models, security requirements, and scalable reference architectures.
•    Develop assessments, target architectures, implementation approaches, migration strategies, roadmaps, and operating models.
•    Own the technical quality of solution scope, assumptions, deliverables, dependencies, exclusions, estimates, and sales-to-delivery handoffs.
•    Maintain knowledge of Splunk and Cisco roadmaps, partner programs, competitive solutions, and emerging customer requirements.
 
Practice Development and Delivery Leadership
Build and Scale the Practice
•    Build the Splunk Professional Services Practice from the foundation, including its business plan, operating model, Professional Services service portfolio, staffing strategy, and growth roadmap.
•    Define market-ready services that may include assessments, health checks, Splunk Cloud migrations, deployments, optimization, advisory, managed services, security operations, IT operations, observability, automation, and data analytics.
•    Develop CCaaS-focused Splunk services and accelerators that support cross-platform monitoring, analytics, security, troubleshooting, operational intelligence, and customer experience use cases.
•    Create repeatable delivery methodologies, implementation frameworks, governance, quality controls, estimating models, Statements of Work, reference architectures, runbooks, and accelerators.
•    Establish how the practice qualifies, scopes, estimates, contracts, staffs, governs, delivers, supports, and expands customer engagements.
•    Develop practice plans covering bookings, revenue, backlog, utilization, margin, capacity, skills, investment needs, and growth priorities.
•    Collaborate across Cisco, AI, Cloud, Contact Center, Infrastructure, Security, Data, Managed Services, Sales Operations, and Project Management teams.
Delivery Excellence
•    Lead or provide architectural oversight for early engagements, then transition to portfolio and practice oversight as the team scales.
•    Establish delivery standards for architecture, implementation, documentation, testing, knowledge transfer, operational readiness, and acceptance.
•    Act as the senior escalation point for technical risk, scope issues, architecture decisions, and strategic customer concerns.
•    Ensure effective transitions among sales, architecture, delivery, project management, support, and managed services.
•    Convert lessons learned and customer feedback into improved methods, estimates, reusable assets, and training.
•    Serve as executive sponsor for strategic Splunk customers and support the development of approved references and success stories.

Talent Leadership
•    Define the roles, capabilities, and staffing model needed to grow a high-performing Splunk consulting team.
•    Recruit, onboard, coach, and develop architects, consultants, engineers, and project leaders as demand grows.
•    Establish career paths, competency expectations, certification plans, mentoring, and continuing education.
•    Build a culture centered on technical excellence, consulting discipline, accountability, collaboration, innovation, and client success.

Partner and Alliance Management
•    Own the professional services relationship with Splunk while coordinating closely with Cisco leadership and alliance teams.
•    Maintain alignment with partner program requirements, competencies, certifications, incentives, and technology direction.
•    Develop joint account strategies, field enablement, customer workshops, integrated offerings, and co-selling motions.
•    Communicate alliance opportunities, investments, requirements, risks, and results to internal leadership.

Measures of Success

•    Approved practice strategy, business plan, service portfolio, and go-to-market approach.
•    Qualified pipeline, first customer wins, successful delivery, repeat business, and client referenceability.
•    Accurate architecture, estimates, proposals, Statements of Work, and effective sales-to-delivery transitions.
•    Performance against approved bookings, revenue, backlog, utilization, margin, and delivery objectives.
•    Adoption of repeatable methodologies, accelerators, quality standards, and governance.
•    Productive Splunk and Cisco relationships, partner competencies, and a scalable team-based delivery model.

Candidate Qualifications and Leadership Profile
Required Qualifications
•    Significant hands-on experience with Splunk Cloud and Splunk Enterprise across architecture, design, implementation, integration, migration, optimization, and operations.
•    Expertise in one or more Splunk-aligned domains such as SIEM, security operations, observability, IT operations, service intelligence, automation, compliance, or enterprise data analytics.
•    Proven client-facing consulting experience in professional services, systems integration, technology consulting, or a vendor partner environment.
•    Architect-level experience with a Contact Center as a Service (CCaaS) platform is required; experience with Cisco contact center solutions is preferred.
•    Experience leading technical discovery, solution architecture, estimation, proposals, Statements of Work, presentations, and complex customer discussions.
•    Demonstrated ability to build, launch, lead, or materially grow a consulting practice, service line, technical capability, or portfolio of offerings.
•    Experience developing go-to-market strategies, service offerings, delivery methodologies, reusable assets, and business plans.
•    Understanding of professional services economics, including bookings, revenue, backlog, utilization, margin, staffing, demand management, and delivery risk.
•    Strong executive presence, written communication, commercial judgment, and the ability to translate technology into business outcomes.
•    Ability to operate independently in a build-it-yourself environment while collaborating effectively across sales, alliances, and delivery teams.
•    Bachelor’s degree in technology-related discipline or equivalent relevant experience.

Preferred Qualifications
•    Current or previous advanced Splunk certification, such as Splunk Architect or Splunk Administrator.
•    Experience with Splunk Enterprise Security, Splunk IT Service Intelligence, or Splunk Observability.
•    Experience hiring, developing, mentoring, and leading technical consulting teams.
•    Experience with managed services, recurring services, or ongoing advisory models.
•    Familiarity with Cisco technologies, partner programs, sales motions, or professional services.
•    Experience integrating Splunk with multiple CCaaS, customer experience, CRM, cloud, networking, security, infrastructure, and enterprise data platforms.