Associate Consulting Engineer – Customer Experience (Contact Center)at CDW Careers

Let’s change the world together!

CDW is building teams that are growing service offerings to our customers. A successful Associate Consulting Engineer (ACE) will immerse in a close-knit group of technology leaders to collaborate with and master complex solutions to business requirements. Hone your learning by partnering with skilled engineers that value your ideas and perspectives. The Program is a meaningful, industry-leading training program for people who have a real passion for technology, an aptitude for problem-solving, and a drive for customer dedication. Further expand your knowledge, and gain hands-on experience with leading-edge technology, while accelerating your career dreams. Upon completion of the program, you will advance into an Engineer Consultant role on CDW’s services team where you will accelerate your career.

What you’ll be doing:

Participate in a best-in-class training program while gaining valuable on-the-job skills. As an Associate Consulting Engineer (ACE), you will be actively involved in technical solving opportunities and assigned to meaningful projects that align to your skill set. Learn from top technology professionals as well as pursue certifications that are incorporated into the program.

ACEs focusing on Customer Experience technologies partner with our lead engineers and activities will include:

• Pre-Sales – listen and observe sales activities, maintain professional demeanor in client and vendor interactions, understand the customer needs, asks appropriate questions. Provide in-depth technical expertise on specific platforms and applications supporting solution architecture.
• Planning – participate in kick off meetings. Communicate client information and requirements with the project team. Review Statement of Work (SOW), validating scope and tactical project requirements.
• Design – read design documents and contribute to the development of client solutions. Participate in joint technology design sessions, as appropriate, to provide technical analysis on implementation sequencing.
• Implementation – perform assigned engagement activities as directed, seek assistance as needed. Install, configure and test hardware and applications based on design specification, client environment and solution topology. Consider platform interoperability, equipment/OS upgrades and updates to meet agreed upon hardware standards and manufacturer/CDW best practices. Keep team members informed on assigned tasks via status reports.
• Closure – participate in post-project debrief sessions and provide knowledge transfer as appropriate.
• Operations – escalate to Engineers for your domain of expertise. Participate in remediation for post incident reviews. Recognize need for problem management and own what is needed to drive resolution, identify and recommend support process improvements. As appropriate, contribute to Wiki forums and provide feedback/questions to stimulate discussion, intellectual capital and continuous process improvement.

By joining our team, you will be partnered with industry leading Engineers, Consultants and Technical Architects as colleagues to help enable your success. CDW is honored by holding the highest level of certifications and accreditations with our partners. 
 

• Authorized to work for CDW in the United States; immigration sponsorship (H-1B, TN, etc.) is not currently available for this position.
• Valid U.S. driver’s license
• One of the Following:
  • BA/BS including concentration in; Telecommunications, Computer Science, Engineering, or related discipline
  • Associate degree in Telecommunications, Computer Science, Engineering, or related technology focused concentration plus 1 year of relevant practical experience or;
  • 3+ years relevant practical experience in switch, routers, firewalls, or wireless, or;
• 1 year relevant practical experience plus one or more applicable technology related certifications (certifications to be in active standing)
• Ability to travel up to 25% (can vary by location)
• Ability to work select weekends and/or after hours when business needs arise

Preferred Qualifications

• Experience in planning, deployment and operational support of advanced technologies and applications such as Cisco CCE, Five9, Webex
• Contact Center, Zoom Contact Center, Genesys, or NICE CXone  
• 1-3 years system and/or network administration experience
• Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgment around crisis escalation.
• Some application development/programming skills
• Business Analysis or Consulting experience will be a plus