Senior Managed Services Engineer - Windowsat CDW Careers

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Job ID: 20001788
Updated: Jan 04, 2021
Location: Vernon Hills, IL, United States


Senior Engineers are independent technology leaders at CDW. Senior Engineers understand customer business needs and apply the necessary technical breadth to drive successful customer projects and CDW offerings and achieve high customer satisfaction.

Primarily responsible for providing high quality Contact Center Enterprise expertise for Managed Services clients in a cloud environment. Additionally, the candidate will be expected to provide direction and guidance to local and remote team
members. Candidate must have a minimum of five years of experience delivering complex technical solutions including planning, development, implementation and support.

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 the Cisco IP Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager
  • 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 Managers, Sales, Project Managers and customers to manage expectations and timelines to ensure expectations and commitments are being met
  • Proactively develops plans and activities to avoid problems
  • Educates the customer on solution as appropriate throughout the life of the project or service life
  • Off-hours on-call support on a rotating basis is required. Occasional scheduled and unscheduled weekend and night work is expected.
  • Provide ongoing information to management, clients, and peers regarding health of the environment, enhancements, innovations and solutions.
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Represent the Managed Services team in planning and client meetings.
  • Research emerging technologies and help make recommendations on whether or how to incorporate technology into Managed Services.
  • Contribute to written proposals and technical documentation.
  • Communicate with management, help desk team, and other IT groups when issues arise or a major problem is suspected.
  • Perform problem reproduction and identification in the engineering test labs.
  • May require limited travel based on location. 


Minimum Qualifications

  • Bachelor degree in business, computer science, a related technical degree or equivalent
  • Four to six years of large-scale, enterprise-class planning, design, implementation and support experience
  • Advanced level technical certifications or equivalent

Other Required Qualifications

  • Minimum 2 years consulting experience
  • High-end experience in Cisco PBX and/or Call Center systems engineering experience
  • Programming experience with any of the following manufacturers' products: Nortel, Avaya, Siemens, or Aspect
  • Knowledge of voicemail, unified messaging, ACD and IVR systems, integration to CRM packages
  • Experience with call flow analysis
  • Previous experience developing and delivering complex technical presentations
  • Effective verbal and written communication skills
  • Ability to work weekends and/or off hours as necessary to meet client needs

Preferred Qualifications

  • ICM scripting or similar scripting experience preferred
  • Knowledge of Java and/or VB Script a plus
  • CCNA, CCNP or CCDP certification preferred
  • Excellent communication skills.
  • Previous consulting experience is a plus.
  • Project oversight responsibilities and mentoring experience preferred
Job Category: Delivery Engineering
Job Type: Full-Time
Travel Percentage: 10%

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