Principal Consulting Engineer - Customer Experience

January 17

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CDW

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CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

Security • Cybersecurity • Health Tech • Retail Tech • Small Business Tech

10,000+ employees

Founded 1984

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

💰 Post-IPO Equity on 2015-07

📋 Description

• The Principal Consulting Engineer will ensure the solution is implemented as designed to the customer’s satisfaction and approval. • Perform client consultation: Plan, design, implement, and support IP-based call center solutions • Set up, configure, and test components of Contact Center platforms and integrated calling platforms. • Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise. • Provides leadership and expert advice/counsel on technical subject matters and architecture design to Customers, the Infrastructure Solutions Team, and other Extended Sirius Teams. • Collaborates with the technical architect on training plans and approaches to best equip staff for successful implementations. • 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. • Takes ownership of any services design/architecting/implementation challenges and leads the team to remediation/resolution, both technically and politically. • Leads a project team consisting of clients, CDW, and partner resources to achieve the desired outcome. • Contributes to industry best practices.

🎯 Requirements

• 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 • 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 • Knowledge of Python, Java and/or VB Script a plus • CCNA, CCNP or CCDP certification preferred • AUCCE Specialization or other Contact Center vendor equivalent • Excellent written, presentation, and verbal communication skills

🏖️ Benefits

• Benefits overview: https://cdw.benefit-info.com/