Principal Consulting Engineer - DX

CDW

22h•Hybrid

About The Position

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 at least 10 years’ experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support OR 14 years' experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support.
High-end experience in Call Center systems engineering
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
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 experience supporting or leading presales activities and influencing service outcomes beyond assigned delivery work.
Demonstrated ability to act calmly and productively 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.
Anticipates future trends and implications accurately, readily posing future scenarios.
Articulates credible pictures and visions of possibilities that will create value.
Creates competitive and breakthrough strategies that show a clear connection between vision and action.
Actively maintains an Individual Development Plan (IDP) aligned to role expectations and evolving DX priorities.
Demonstrates continuous learning while balancing delivery, presales, mentoring, and professional sustainability.
Must be able and willing to work beyond their regularly scheduled shift, select weekends, overtime as necessary or on occasion to meet operational needs.
Valid U.S. driver’s license
Ability and willingness to travel up to 25% of the time.

Nice To Haves

Knowledge of Python, Java and/or VB Script a plus
AUCCE Specialization or other Contact Center vendor equivalent training programs

Responsibilities

Accountable for meeting or exceeding expected utilization and services revenue goals aligned to the Engineer Bonus Plan.
Actively manage availability and engagement decisions to support practice and portfolio demand.
Maintain high standards of operational excellence, including timely completion of time entry, required training, and reporting expectations.
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 within the practice or cross practice on training plans and approaches to best equip staff for successful implementations.
Develops standards, best practices, and training for team members 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 Sirius 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 technical and business executives and project leadership through sales presentations and client engagements, communicating complex ideas, anticipating objections, aligning expectations, and educating customers throughout the project and service lifecycle.
Serves as the lead on Proof-of-Concept engagements and large-scale implementations.
Ability to navigate difficult customer environments independently, effectively, and consistently.
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.
Actively contribute to presales motions, including client meetings, SOW reviews, service scoping, and solution shaping.
Partner with sellers, SDMs, and PSMs to identify whitespace and drive follow-on service opportunities.
Serve as a visible technical leader within the practice, regularly promoting capabilities and availability across internal stakeholders.