Technical Account Manager/Principal Architect

Black Box•United States,

About The Position

Black Box offers the Principal Architect Service, a comprehensive support and consulting package designed to assist customers with their diverse range of technologies and IT solutions. A dedicated Principal Architect is assigned to the customer for the duration of the service agreement, serving as the primary technical expert and consultant. This role provides guidance and solutions for operational issues across various technologies and IT solutions, ensuring the customer's entire technology ecosystem operates efficiently, aligns with business goals, and benefits from expert advice in areas such as security, compliance, strategic planning, and technology upgrades. The Principal Architect acts as a key technical partner throughout the service agreement.

Requirements

Bachelor’s degree in information technology or related, preferred, or relevant experience.
5+ years of technical support engineering experience in a call center environment.
Technology Services or Managed Service Provider industry experience required.
Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods, DNS based Global Server Load Balancing (GSLB) theory as well as legacy networking technologies and system interdependencies.
End-to-end process thinker, with proven experience in business processes and workflow design.
Service awareness of all organization’s key product and service offerings for which support is being provided.
Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
Excellent problem-solving skills with demonstrated success in root cause analysis.
Demonstrated experience of continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.
Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud-based technology systems.

Nice To Haves

ShoreTel Advanced Support Engineer/UCSE
Mitel MiVoice Business/Mitel MiVoice Business Contact Center
Cloud & Virtualization technologies preferred.

Responsibilities

Provides primary technical expertise
Proactive recurring customer team meetings
Semi-Annual Executive Technology review
Implementation oversight
Architecture validation
Security and compliance
Upgrade and Strategic Planning
Knowledge building and Mentoring
Primary product line responsibilities are Mitel MiVoice Connect, MiVoice Business, MiCC, Zoom, Ring Central, MS Teams, etc.
Secondary product line responsibility may include HP, Cisco or other Network experience.
Develops an in-depth knowledge as the customer’s advocate in managing site activities, vendor partners and site departmental relationships.
Reports services activities in Black Box and customer service management tools in an active fashion
Ensures customer satisfaction by acting as customer’s technical spokesperson in product and technical calls, participates in customer driven surveys and assessments
Additional duties as assigned.