Principal Consulting Engineer – Contact Center, Five9

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $147 000 - $240 800 / an

⏰ Temps Plein

🔴 Expert

📞 Téléconseiller

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CDW

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1984

🏢 Entreprise

☁️ SaaS

🔒 Cybersecurity

💰 Post-IPO Equity en 2015-07

Enterprise • SaaS • Cybersecurity

CDW est un fournisseur de premier plan de solutions technologiques, offrant une gamme complète de produits et services pour répondre aux besoins des entreprises, du gouvernement, de la santé et de l'éducation. Ils se spécialisent dans la fourniture de services d'infrastructure IT, de services gérés et de solutions de sécurité. CDW collabore avec les grandes marques technologiques pour fournir des solutions personnalisées qui améliorent la productivité et la performance des entreprises dans divers secteurs. Avec un fort accent sur la transformation numérique, la sécurité et les solutions cloud, CDW accompagne les entreprises pour naviguer dans la complexité des environnements IT modernes. Leur expertise s'étend à plusieurs domaines, notamment les espaces de travail numériques, la cybersécurité et les solutions d'entreprise, faisant de CDW un partenaire clé dans la propulsion des avancées technologiques.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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