Senior Solutions Architect | Contact Center (Remote)

About the Role:

The Sr. Solutions Architect for Contact Center at Trace3 is a consultative role, focused on building relationships with clients through technology and solutions. The Sr. Solutions Architect provides the expertise to investigate and understand an existing environment, gather business requirements, and formulate technical and/or business solutions for achieving those requirements across a constantly evolving landscape of leading Contact Center technologies. This is a customer-facing role that requires strong communication skills and the ability to interpret and explain technical information to and from a variety of audiences, both technical and non-technical.

What You’ll Do:

• Develop an understanding of a Client's vision, market position, and opportunities.
• Provide sales support and technical expertise on assigned engagements.
• Serve as a design architect with a focus on on-premise and cloud Contact Center.
• Assume responsibility for the pre-sales solution design(s) on qualified opportunities.
• Work with account teams on proposals and create deliverables for the pre-sales process (Scope of Work, Bill of Materials, Solution Diagrams, etc.)
• Responsible for providing clients full support during a project’s lifecycle, including establish technical and business requirements, justifications, developing technical designs, and creating detailed project plans.
• Present proposed solutions to the customer and respond to any inquiries.
• Proactively follow-up with customers as requested and required in a timely manner.
• Provide on-site assistance, as needed, to address and resolve issues.
• Provide assurance of technical competency and completeness of presented materials to clients.
• Work with vendors and manufacturers to maintain an up-to-date knowledge of their portfolios and offerings.
• Perform other related duties as required and assigned.

Qualifications & Interests:

• Bachelor’s Degree in Computer Science or equivalent experience.
• Minimum 8 years of comprehensive Contact Center and Collaboration background.
• In-depth understanding of Cisco U/PCCE solutions, including but not limited to: Cisco ICM, CVP, VVB, Finesse, CUIC, ECE, CUSP, CUBE, SIP, and server virtualization.
• Experience in Cisco datacenter and networking (preferred).
• Knowledge of Cloud Contact Center (CCaaS) providers (E.g., Webex, Amazon, NICE, Genesys, RingCentral, Five9, etc.)
• Maintain certification and certificate requirements as needed by Cisco.
• Maintain proficiency in technology areas required to successfully deploy and support Contact Center and Collaboration solutions.
• Ability to map business needs to technology solutions.
• Comfortable communicating and leading discussions and meetings with customers at a business and technical level.
• Strong verbal and written communication skills.