Principal Consulting Engineer- Contact Centerat CDW Careers

What you will do:

• Regarded as the technical expert in their job family within CDW.
• Requires in-depth and/or breadth of expertise across the field of specialization and has broad knowledge of other job families 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 the 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 Sirius Teams.
• Recognized by customer, peers, and management as an 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 interfaces with the 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.
• Escalates and communicates alternatives with associated risks with executives and stakeholders.
• Develops standards, best practices, and training for team members along with the technical architect and technical lead in their area of expertise.
• Regularly interfaces with the customer’s technical and business executive level and project leadership. Educates the customer on the 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.

What we expect of you:

•      Bachelor’s degree in business, computer science, a related technical degree or equivalent experience.
•     Ten years' 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.
•      Programming experience with any of the following manufacturers' products: Cisco, Five9,  Zoom, Microsoft, Genesys, NICE in Contact.
•      Knowledge of voicemail, unified messaging, IVR systems, integration to CRM packages.
•     Knowledge of Java and/or VB Script a plus · CCNA, CCNP or CCDP certification a plus.
•     AUCCE Specialization or 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.
•     Anticipates future trends and implications accurately, readily posing future scenarios.
•     Articulates credible pictures and visions of possibilities that will create value.
•     Creates competitive and breakthrough strategies that show a clear connection between vision and action.
•     Must be able and willing to work beyond their regularly scheduled shift, select weekends, overtime as necessary or on occasion to meet operational needs.
•     Valid U.S. driver’s license

What you can expect from us:   
Diverse, award-winning culture and work/life benefits.

·       An inclusive culture that empowers you to bring your best true self and your best ideas. We know diverse perspectives lead to better problem solving and better solutions for our customers.  

·       A learning environment that empowers you to develop your career with comprehensive resources and support, ongoing education and skills-development training, and robust advancement opportunities.

·       Health, dental, and vision coverage; coworker stock purchase program; paid vacation time and sick days; tuition reimbursement; coworker discounts; and other generous perks. 

Who we are:  
We make technology work so people can do great things.

CDW is a Fortune 500 technology solutions provider to business, government, education, and healthcare organizations in the United States, Canada, and the United Kingdom. We help customers navigate and be successful in an ever-changing world by providing them with the technology advice and solutions they need—when, where, and how they need them. We make technology work so that people can do great things.  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.