Senior Consulting Engineer-Contact Centerat CDW Careers

CDW’s vision is to be the best national provider of Integrated Technology Solutions. We’ll achieve this reputation by continuing to delight our clients and being the employer of choice for Integrated Technology Solutions. Sr. Consulting Engineers at CDW are smart, hard-working Engineers who enjoy teaming with other best and brightest Engineers on highly visible, technically challenging projects and offerings. We’re looking for high-caliber, well-rounded professionals who are passionate about emerging technology, projects and consulting.

Key Areas of Responsibility

• Perform client consultation: Plan, design, implement, and support IP-based call center solutions
• Develop and implement the technical architecture and physical design of the network
• Analyze the existing voice and data networks and recommend solutions

·       Set up, configure, and test components of Contact Center platforms and integrated calling platforms

·       Participate in various IT projects intended to continually improve/upgrade converged network solutions

• Follow life-cycle oriented processes and procedures
• Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems
• Assist in the management of projects using CDW's project management methodology
• Regularly interface with technical and business staff of customers, including the project sponsor and stakeholders of projects in more complex engagements
• Serve as technical point of contact on customer engagements
• Create and execute test plans to meet project requirements for assigned components
• Identify and communicate potential opportunities for cross-selling to the sales team
• Manage time and expense to meet or exceed expectations defined in the Statement of Work
• Provide high quality content deliverables using the appropriate document templates
• Ensure solution is implemented as designed to the customer’s satisfaction and approval
• Work with Services Managers, ATAE's, Project Managers and customers to manage expectations and timelines to ensure expectations and commitments are being met
• Conducts/leads design workshops for complex designs to meet customer, business and technical objectives
• Proactively develops plans and activities to avoid problems

·       Educate and train internal and external customers on solutions and services

·       Creates and maintains collaboration practice intellectual property

Minimum Qualifications

• Bachelor degree in business, computer science, a related technical degree or equivalent
• Five years’ experience delivering complex technical solutions including planning, development, implementation and support

Other Qualifications

• Minimum 2 years consulting experience
• High-end experience in PBX and/or Call Center systems engineering
• Experience with call flow analysis

·       Programming experience with any of the following manufacturers' products: Cisco, Five9, Zoom, Microsoft, Genesys, NICE inContact

·       Knowledge of voicemail, unified messaging, IVR systems, integration to CRM packages

• Ability to work weekends and/or off hours as necessary to meet clients' needs
• Call flow design/scripting experience
• Ability to effectively communicate with clients
• Physically able to lift up to 50 pounds of equipment.
• Attention to detail on inventory and logistics is important

Preferred Qualifications

• Knowledge of Java and/or VB Script a plus
• CCNA, CCNP or CCDP certification preferred
• AUCCE Specialization or Contact Center vendor equivalent