Principal Consulting Engineer-Contact Centerat CDW Careers

Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We’re also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.   

Job Summary

The Principal Consulting Engineer will ensure the solution is implemented as designed to the customer’s satisfaction and approval. Make innovative and ingenious contributions to new solution/product design and implementation based on an understanding of applicable technology and how it can be applied to solution/product design, considerations of system-wide impact, hardware-software tradeoffs, and business issues for clients.

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

The information in this description is intended to convey information about the job attributes, key responsibilities, and requirements of the job.  It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity.  Descriptions are subject to change.      

Customer Focus and Quality Management Responsibilities  

Each CDW coworker is responsible for maintaining customer focus and conforms to the CDW quality management system.   

Specific responsibilities include:      

a) Periodic reviews of CDW Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement and to always conform to these policies and philosophies.      

b) During your orientation period, review with your supervisor as needed the department procedures and operating instructions listed at Connect/Departments/Resources/ISO intranet site that apply to your specific assignment(s) within the scope of this job position.      

c) And after the orientation period to conform to these procedures and instructions, including any reporting (and/or record keeping) responsibilities.      

d) Report any customer problem, or any service outage that may cause potential customer problems to your supervisor.      

e) Communicate improvement ideas that you have regarding CDW service quality or customer satisfaction per established means.      

Each coworker is accountable for their actions and is required to exercise good judgment in everything they do on behalf of CDW.  Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), and all policies and procedures relevant to your job responsibilities.  Additionally, every coworker has a responsibility to ask questions when they are unsure of what those values, standards and policies require, and to take action if they believe someone else is not acting consistently with those values, standards and policies.      

 Additional information is available on Connect, and confidential/anonymous assistance is available to coworkers through CDW Way Direct (our ethics helpline) at 877-7-CDW-WAY (877-723-9929) or www.cdw.ethicspoint.com.