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Trace3 logo
Trace3

We Believe All Possibilities Live in Technology

Senior Solutions Architect – Contact Center

Solutions EngineerSolutions EngineerFull TimeRemoteSeniorTeam 501-1,000H1B SponsorCompany SiteLinkedIn

Location

Minnesota

Posted

83 days ago

Salary

$150K - $175K / year

Seniority

Senior

Bachelor Degree10 yrs expEnglish

Job Description

Senior Solutions Architect – Contact Center

Trace3

• 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

Job 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.

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

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