Principal Consulting Engineer – Contact Center, Five9

🕒 Maio 13

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $147.000 - $240.800 / ano

⏰ Tempo Integral

🔴 Especialista

📞 Representante de Call Center

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CDW

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1984

🏢 Corporativo

☁️ SaaS

🔒 Cibersegurança

💰 Post-IPO Equity em 2015-07

Enterprise • SaaS • Cybersecurity

A CDW é uma provedora líder de soluções tecnológicas, oferecendo uma gama abrangente de produtos e serviços para atender às necessidades dos setores empresarial, governamental, de saúde e educação. Eles são especializados em fornecer serviços de infraestrutura de TI, serviços gerenciados e soluções de segurança. A CDW faz parcerias com as principais marcas de tecnologia para entregar soluções personalizadas que aumentam a produtividade e o desempenho dos negócios em vários setores. Com um forte foco em transformação digital, segurança e soluções em nuvem, a CDW apoia as empresas na navegação pelas complexidades dos ambientes de TI modernos. Sua expertise abrange vários domínios, incluindo espaços de trabalho digitais, cibersegurança e soluções empresariais, fazendo da CDW um parceiro chave na condução de avanços tecnológicos.

Descrição

• 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. • Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise. • 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.

🎯 Requisitos

• 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. • Must be able and willing to work beyond their regularly scheduled shift, select weekends, overtime as necessary or on occasion to meet operational needs. • Knowledge of Python, Java and/or VB Script, a plus. • CCNA, CCNP or CCDP certification, a plus.

🏖️ Benefícios

• Annual bonus target of 10% subject to terms and conditions of plan