The Principal Consulting Engineer will implement and support IP-based call center solutions guide project strategies and provide technical leadership while collaborating with clients and stakeholders to achieve project goals.

Description
At CDW we make it happen together. Trust connection and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. 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:
* 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.
* Escalates and communicates alternatives with associated risks with executives and stakeholders.
* Develops standards best practices and training for team members along with technical architect and technical lead in their area of expertise.
* Regularly interface with customer's technical and business executive level and project leadership. 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.
What we expect of you:
* 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. Pay range: $147000 - $240800 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity a learner's mindset and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner openness to experimentation and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore adapt and grow with us as we integrate AI responsibly and effectively into our work.Additionally CDW is committed to fostering an equitable transparent and respectful hiring process for all applicants. During our application process our goal is to understand your experience strengths skills and qualifications. As an AI forward company we see AI not just as a tool but as a catalyst for new ways of thinking creating and communicating. We encourage candidates to embrace an AI mindset one that's curious adaptive and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story while ensuring your application remains rooted in your own background judgment and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses government education and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust speaking candidly and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious moving fast and continuously learning. We believe meaningful work happens when people feel supported heard and empowered to contribute. That's why we think of ourselves as coworkers not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack full-lifecycle technology partner CDW brings deep expertise strong relationships and broad industry knowledge to help turn ideas into outcomes. When you join CDW you become part of a collaborative environment where your work matters your growth is supported and your contributions help shape what's next. Together we deliver the full promise of what technology can do.
* Together we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by state and local law.