Principal Consulting Engineer – Contact Center, Five9
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Job Description
Principal Consulting Engineer focusing on delivering enterprise-class technical solutions for IP call centers at CDW. Leading project strategies and technical advice for clients and teams.
Responsibilities:
- Perform client consultation: Plan, design, implement, and support IP-based call center solutions, with a focus on Five9.
- Set up, configure, and test components of Contact Center platforms and integrated calling platforms.
- Regarded as the technical expert in their job family within CDW.
- Requires in-depth and/or breadth of expertise across field of specialization and has broad knowledge of other job family 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 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 Teams.
- Recognized by customer, peers, and management as 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 interface with 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.
- Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise.
- Educates the customer on 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.
Requirements:
- Bachelor’s degree and 10+ years of experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support.
- Or, 14+ years of 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.
- This role requires Five9 expertise, with exposure to NICE CXone or Amazon Connect.
- Experience with call flow analysis and development.
- Programming experience with any of the following manufacturers' products: Cisco, Five9, Zoom, Microsoft, Genesys, NICE CXone.
- Knowledge of voicemail, unified messaging, IVR systems, integration to CRM packages.
- AUCCE Specialization or other 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.
- Must be able and willing to work beyond their regularly scheduled shift, select weekends, overtime as necessary or on occasion to meet operational needs.
- Knowledge of Python, Java and/or VB Script, a plus.
- CCNA, CCNP or CCDP certification, a plus.
Benefits:
- Annual bonus target of 10% subject to terms and conditions of plan
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