CDW Associate Consulting Engineer - Cisco Contact Center Enterprise in Glendale, California
CDW’s Associate Consulting Engineer (ACE) Program is a paid 18-month, industry-leading training program for people with a passion for technology, an aptitude for problem solving, and a drive for customer loyalty. Upon successful completion of the program, Associate Consulting Engineers will become full-fledged consultants on the professional services team, responsible for implementing challenging solutions for our clients throughout the US.
This is a full time, salaried position responsible for Cisco Unified Communications technology specializing in Cisco Unified Contact Center Enterprise. ACEs focusing in Cisco Contact Center Enterprise will work with our lead engineers:
Designing and deploying Cisco Contact Center Enterprise technologies, such as Cisco Customer Voice Portal (CVP), Cisco IP/IVR, and Cisco Intelligent Contact Manager (ICM)
Designing and deploying Omni-Channel solutions from CDW partners, such as eGain, Exony, Acqueon, and Calabrio
Interfacing with technical and business staff of customers following project implementation, including the project sponsor and stakeholders towards more complex future engagements
_ Key Areas of Responsibility_
The Associate Consulting Engineer (ACE) is responsible for building technical and consulting skills in order to be promoted to the Consulting Engineer role within the required timeframe. As an ACE, they are responsible for the following:
Pre-Sales – listen and observe sales activities, maintain professional demeanor in client and vendor interactions, understand the customer needs, asks appropriate questions. Provide in-depth technical expertise on specific platforms and applications supporting solution architecture.
Planning – participate in kick off meetings. Communicate client information and requirements with the project team. Review Statement of Work (SOW), validating scope and tactical project requirements.
Design – read design documents and contribute to the development of client solutions. Participate in joint technology design sessions, as appropriate, to provide technical analysis on implementation sequencing.
Implementation – perform assigned engagement activities as directed, seek assistance as needed. Install, configure and test hardware and applications based on design specification, client environment and solution topology. Consider platform interoperability, equipment/OS upgrades and updates to meet agreed upon hardware standards and manufacturer/CDW best practices. Keep team members informed on assigned tasks via status reports.
Closure – participate in post-project debrief sessions and provide knowledge transfer as appropriate.
Operations – escalate to Engineers for your domain of expertise. Participate in remediation for post incident reviews. Recognize need for problem management and own what is needed to drive resolution, identify and recommend support process improvements. As appropriate, contribute to Wiki forums and provide feedback/questions to stimulate discussion, intellectual capital and continuous process improvement.
CDW is the predominant Cisco solutions provider. By joining our team, you will be partnered with industry leading Engineers, Consultants and Technical Architects as colleagues to help enable your success. CDW is honored by holding the highest level of certifications and accreditations with our partners.
Must be authorized to work for CDW in the United States; immigration sponsorship (H-1B, TN, etc.) is not currently available for this position.
Valid U.S. driver’s license
Bachelor degree or one of the following:
o Associate degree in Telecommunications, Computer Science, Engineering, or related technology focused concentration plus 1 year of relevant practical experience or;
o 3+ years relevant practical experience in switch, routers, firewalls, or wireless, or;
o 1 year of relevant practical experience plus one or more applicable technology related certifications (certifications must be in active standing)
Ability to travel up to 50% (can vary by location)
Ability to work select weekends and/or after hours when business needs arise
At least 1 semester or equivalent experience configuring or supporting some or all of the following; switch, routers, firewalls, wireless
BA/BS including concentration in one of the following; Telecommunications, Computer Science, Engineering, or related discipline)
Experience in planning, deployment and operational support of advanced technologies and applications
1-3 years system and/or network administration experience
Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgment around crisis escalation.
Some application development/programming skills
Business Analysis or Consulting experience will be a plus
CDW is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or other characteristics protected by law.
Associate Consulting Engineer - Cisco Contact Center Enterprise CA-Glendale 17000403_8