Senior Consulting Engineer- Cisco Contact Center Enterprise

CDW - Cincinnati, OH (30+ days ago)3.7

CDW’s vision is to be the best national provider of Advanced Technology Solutions. We’ll achieve this reputation by continuing to delight our customers and being the employer of choice for Advanced Technology Solutions. Senior Consulting Engineers at CDW are smart, hard-working Engineers who enjoy teaming with other best and brightest Engineers on highly visible, technically challenging projects and offerings. We’re looking for high-caliber, well-rounded professionals who are passionate about emerging technology, projects and consulting.

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 Professional Services Managers, ATAE's, Project Managers and customers to manage expectations and timelines to ensure expectations and commitments are being met
Conducts/leads design workshops for complex designs to meet customer, business and technical objectives
Proactively develops plans and activities to avoid problems
Educates the customer on solution as appropriate throughout the life of the project or service life

Minimum Qualifications

Bachelor degree in business, computer science, a related technical degree or equivalent
Five years’ experience delivering complex technical solutions including planning, development, implementation and support
Other Required Qualifications

Minimum 2 years consulting experience
High-end experience in Cisco PBX and/or Call Center systems engineering experience
Experience with call flow analysis
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
Ability to work weekends and/or off hours as necessary to meet clients' needs
Ability to effectively communicate with clients
Physically able to lift up to 50 pounds of equipment.
Attention to detail on inventory and logistics is important
Preferred Qualifications

ICM scripting or similar scripting experience preferred
Knowledge of Java and/or VB Script a plus
Consulting experience preferred
CCNA, CCNP or CCDP certification preferred