Principal Consulting Engineer - Contact Center - Five9

CDW•Virtual - Illinois, IL

About The Position

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. The Principal Consulting Engineer will ensure the solution is implemented as designed to the customer’s satisfaction and approval. Make innovative and ingenious contributions to new solution/product design and implementation based on an understanding of applicable technology and how it can be applied to solution/product design, considerations of system-wide impact, hardware-software tradeoffs, and business issues for clients.

Requirements

Bachelor’s degree and 10+ years of experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support. Or, 14+ years of experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support.
High-end experience in PBX and/or Call Center systems engineering.
This role requires Five9 expertise, with exposure to NICE CXone or Amazon Connect.
Experience with call flow analysis and development.
Programming experience with any of the following manufacturers' products: Cisco, Five9, Zoom, Microsoft, Genesys, NICE CXone.
Knowledge of voicemail, unified messaging, IVR systems, integration to CRM packages.
AUCCE Specialization or other Contact Center vendor equivalent.
Excellent written, presentation, and verbal communication skills including demonstrated experience presenting technology recommendations from a business perspective to internal and external clients.
History of building constructive relationships with clients, partners, and coworkers at all levels of the organization, navigating interpersonal and group dynamics comfortably.
Proven ability to research advanced and complex technology solutions, evaluate alternatives, make recommendations, and present materials to clients in manner that meets enterprise-level client needs.
Demonstrated ability to act in a calm and productive manner when confronted with change, ambiguity, and risk.
Identifies and engages all levels of leadership to proactively address problems.
Demonstrated ability to multitask and effectively prioritize workload under tight deadlines in a fast-paced environment.
Ability to develop longer-range project plans and schedules to complete complex projects or new solution/product development.

Nice To Haves

Knowledge of Python, Java and/or VB Script, a plus.
CCNA, CCNP or CCDP certification, a plus.

Responsibilities

Perform client consultation: Plan, design, implement, and support IP-based call center solutions, with a focus on Five9.
Set up, configure, and test components of Contact Center platforms and integrated calling platforms.
Regarded as the technical expert in their job family within CDW. Requires in-depth and/or breadth of expertise across field of specialization and has broad knowledge of other job family within the organization function.
Serves as a senior advisor to leadership.
Collaborates with the technical architect on training plans and approaches to best equip staff for successful implementations.
Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise.
Defines project strategies or technical options to balance customer project goals and financial constraints.
Provides leadership and expert advice/counsel on technical subject matters and architecture design to Customers, the Infrastructure Solutions Team, and other Extended Teams.
Recognized by customer, peers, and management as SME expert, staying relevant in upcoming technologies, IT trends and IT transformation.
Escalates and communicates alternatives with associated risks with executives and stakeholders.
Ensures procedures are being followed and assists in resolving complex problems which require professional level input.
Regularly interface with customer’s technical and business executive level and project leadership through sales presentations and/or client project solutions in communicating complex ideas, anticipating potential objections, and leading discussions to align expectations.
Ability to navigate difficult customer environments independently, effectively, and consistently.
Escalates and communicates alternatives with associated risks with executives and stakeholders.
Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise.
Regularly interface with customer’s technical and business executive level and project leadership.
Educates the customer on solution as appropriate throughout the life of the project or service life.
Serves as the technical lead on Proof-of-Concept engagements and large-scale implementations.
Takes ownership of any services design/architecting/implementation challenges and leads the team to remediation/resolution, both technically and politically
Recommends client project financial goals, metrics, and ROI.
Leads a project team consisting of clients, CDW, and partner resources to achieve the desired outcome.
Contributes to industry best practices.
Known resource within the technology industry.