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Principal Intelligent CX Field Solutions Architect – AWS - Digital Velocityat CDW Careers

Job ID: 
Focus Area: 
Presales Engineering
Remote, Remote
Remote Type: 

The Principal Architect is responsible for working in collaboration with the Cloud Practice Leaders, Business Development Team and Field CTOs to drive technical strategy, and sales GTM for specific technologies for CDW customers. Successful Principal Architects will design and develop capabilities that address ICX opinions for leveraging the partner technology and adhering to industry best practices and norms. Additionally, the Principal Architect will work with the OCTO chief architects to coordinate and standardize, wherever possible, the go-to-market solutions of their respective region and/or discipline with the technical capabilities of the OCTO FSA team. 

The Principal Architect is responsible for driving a variety of initiatives and projects, coaches and/or mentors FSAs; and strategically works with sales, partners and customers to uncover and increase emerging business opportunities.

The Principal Architect takes a lead role in defining, developing, and supporting solutions and new technologies; prepares the team to be successful through proactive training, sharing knowledge, and communicating best practices.

Key Areas of Responsibility

Technology Leadership

  • Consulting on leading edge technologies and possess deep technical knowledge for a mixture of the following:
    • Amazon Connect
    • AWS Cloud
    • Automation experience with Terraform and CloudFormation
    • AWS Well-Architected Frameworks
    • AWS MAP
  • Accurately design and scope professional services engagements leveraging AWS cloud technology.
  • Maintain deep technical expertise in their role; Is the "Go To" person for the AWS solutions, both technically and strategically; is on the forefront of their solution(s) and the implications for CDW offerings. This role will have a particular emphasis on the Amazon Connect solution set as well as other integratable services.
  • Lead Amazon Connect focused design and assessment engagements.
  • Communicates and trains the team on changes in technologies, procedures, solution implementations and approaches based on customer engagements.
  • Promotes a culture of knowledge sharing and collaboration by organizing knowledge bases, contributing regularly, and encouraging team members to contribute.
  • Coaches and mentors team members to improve their technical, consulting, and sales skills.
  • Acts as a resource to FSAs for advice and recommendations on technical design issues and product choices.
  • Serves in the customer escalation path for technical problem resolution.
  • Assist managers with new hire FSAs’, leads shadow assignments; proactively provides assistance and guidance to new hires to accelerate productivity.


  • Follows up on implemented solutions and identifies new opportunities that complement the work that was completed.
  • Advises team members and sales prior to customer calls and/or sales strategy sessions.
  • Assists customers in understanding their equipment maintenance contracts, upgrade needs, and renewals; analyzes the most cost-effective approach for the customer (e.g. renew the contract or purchase new equipment and contract.)
  • Incorporates financing (through manufacturer or third party) as part of the sales proposal and discussion; looks beyond the current infrastructure/problem toward a three to five year roadmap.
  • Articulates to customers the S3 Practice (Strategic Solutions and Services Practice) value proposition to customers, account managers, and partners and uses it to generate additional revenue opportunities to CDW.
  • Initiates new event ideas; collaborates with Partners and Sales to design events that can be replicated by other FSAs; secures funding to support CDW customer events.
  • Delivers presentations and conducts sales conversations with confidence and credibility to C-level clients, both in small meeting and large group formats.
  • Develops presentation content for the team.
  • Develops assessments, improvements and demos for FSAs to use as sales tools, identifies new ideas for cross-sell opportunities, teaches FSAs in Sales on how to use these tools.
  • Collaborates with Partners, Inside Solution Architects (ISA), and Account Executives (AE) to drive mapped opportunities; fine tunes strategies and approaches to achieve greater sales results.
  • Operates in a regular cadence with multiple partners to educate, plan, and execute on joint strategies in collaboration with multiple stakeholders (ISA, AE, Sales Manager, Field Sales); understands partner alignment in geography and leads customer opportunity mapping exercises; coordinates on-site partner visits.
  • Shares best practices and effective territory planning approaches with peers to leverage successful approaches across the team.
  • Shares best practices and tactics for enhancing profitability and closing deals.
  • Acts as subject matter expert for marketing activities (e.g., marketing blog, content, references, videos, etc.); produces marketing-type documents and materials (e.g., data sheet, presentation, demo video) to use throughout the Practice.

Sales Support

  • Manages competing priorities and sets expectations with sales and other stakeholders through proactive communication, planning, and potential for return on investment.
  • Leads the development of Statements of Work, RPFs, RFIs, and proposal content for cross-technology solutions with high levels of accuracy and quality.
  • Maintains pre-sales pipeline data, develops plans, and takes actions to move opportunities to closure.

Education and/or Skill-Set Qualifications

  • Bachelor's degree in computer science or equivalent experience
  • 7+ years of experience in deployment of private/public cloud solutions
  • Knowledge and skill level in identified competencies meet minimum requirements for role
  • Previous direct customer consulting experience or equivalent understanding of role responsibilities

Required Qualifications

  • Demonstrated understanding of Terraform/Ansible or equivalent automation technologies
  • Demonstrated knowledge of public cloud platforms, aware of multi-platform solutions and capabilities
  • Expert level proficiency in AWS
  • Demonstrated ability to speak to business value of assigned technology areas such as DevOps, CI/CD, GitOps
  • Excellent written and verbal communication skills, must be able to lead client facing conversations to drive success in consulting engagements
  • Demonstrate solid interpersonal skills, able to mentor and guide internal engineering and personnel technical development teams
  • Ability to understand, remember, and apply oral and/or written instructions or other information.
  • Ability to organize thoughts and ideas into understandable terminology.
  • Ability to multitask, organize and prioritize.
  • Ability to apply common sense while engaging with customers and providing solutions.
  • Ability to understand and follow complex instructions and guidelines.

Preferred Qualifications

  • AWS Solutions Architect Professional Certification
  • Additional technology areas and experience: Python, Terraform and CloudFormation
  • Previous consulting experience
  • In-depth knowledge and hands-on experience with Amazon Connect, including architecture design, configuration, customization, and administration.
  • Strong understanding of contact center technologies, concepts, and best practices, with a focus on Amazon Connect.
  • Experience in  providing technical guidance and  strategy to customers, addressing their technical requirements and business outcomes while leveraging Amazon Connect.
  • Experience with integrating Amazon Connect with other systems, such as CRMs, ERPs, and data analytics platforms, to deliver seamless and efficient customer experiences.
  • Experience and/or certification(s) in the Conversational AI field of technologies, platforms, and products.
  • Certification in one or more public cloud platforms: Azure, GCP or AWS
  • Experience with CCaaS and CPaaS platforms
Date Posted: Sep 28, 2023
Job Category: Engineering
People Leader v. Individual Contributor: Individual Contributor
Travel Percentage: 25
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