Senior Solutions Architect – Contact Center

Role Overview

• Support critical and relevant partner relationships
• Create and refine delivery standards for relevant solutions
• Develop and transition strategic partnerships from emerging to core practices
• Develop and lead training for Trace3 resources
• Engage with Sales, Partners and customers to drive the value proposition of Trace3’s Customer Success motion
• Deliver the overall vision and plan for the theatre to our largest customers, ensuring they choose, use, and love Contact Center & Collaboration technology
• Build a strong interlock with Sales, Delivery and Renewals to provide an industry-leading customer experience for Trace3 clients on their adoption journey
• Oversee each project’s lifecycle from inception to completion, with an emphasis on technical soundness and resource efficiency
• Responsible for overseeing and ensuring optimal client satisfaction throughout the entire lifecycle of the engagement by delivering the Trace3 “Total Customer Experience”
• Triage and resolve escalations of issues when needed
• Develop and maintain strategic partnerships with Technical Leaders within our client’s organizations
• Responsible for leading, coaching and mentoring team members and supporting their professional development
• Partner and collaborate with Sales Teams and other Technology Teams to deliver and present industry best programs and services to clients
• Build and maintain strong and long-lasting relationships with our key partners
• Assist with technical scoping and Statements of Work (SOW) for assigned accounts
• Be an inspirational role model by challenging and improving the strength of the delivery teams and aligning their efforts to the mission and vision of the organization
• Ensure close collaboration with Sales and Renewals teams to build a pipeline of Renewals and Expansion opportunities

Requirements

• Bachelor’s Degree or equivalent experience with a minimum of ten (10)+ years’ progressive collaboration and contact center experience
• Extensive experience working for a collaboration or consulting company and developing strategic, profitable solution architecture plans
• Minimum of five (5)+ years of experience with public, private, and cloud strategy and/or architecture experience
• Current and deep understanding in the technology space for CCaaS, UCaaS, customer experience, and artificial intelligence solutions for human to human, human to machine, and machine to machine interactions
• Certifications in one or more of the following technologies: Genesys, NiCE, Five9, Webex Contact Center, Cisco PCCE/UCCE, Cisco CVPD, Zoom, Amazon Connect, Twilio, RingCentral, 8x8, Avaya, Vonage, or equivalent experience
• Development experience in a team-oriented workplace, outstanding interpersonal employee coaching and strong communication skills
• Excellent understanding of business environments and challenges of IT operations in an enterprise level corporation
• Strong financial and business acumen with understanding of a multi-faceted business operation
• Ability to think outside the box and develop solutions to accomplish seemingly impossible tasks, while remaining risk and objective focused
• Ability to approach customer and sales requests in a proactive and consultative manner; listen to and understand user needs, and effectively deliver solutions
• Ability to cope with change, make decisions, manage and mitigate risk and uncertainty
• Excellent oral, written communication and presentation skills with an ability to present technical issues to C-Level Executives and non-technical audience.

Tech Stack

• Cloud

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off