• Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times); • Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities; • Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage; • Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.; • Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience; • Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan; • Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders; • Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.

• Serve as the primary technical bridge between Product/Engineering and our Customer Success teams • Own onboarding & integrations end-to-end — design reference architectures, validate data flows, and unblock deployments across complex enterprise environments. • Stay abreast of industry trends and advancements in backend development to inform architectural decisions. • Collaborate with the product team to improve the product’s usability & onboarding processes for customers. • Turn field signals into roadmap impact — translate requirements and issues from Customer Success/Sales Engineering into clear specs, priorities, and demos with Product/R&D. • Work with teammates to guide R&D through the evolution of the platform, advising and influencing at every scope. • Serve as a trusted technical advisor internally and externally, leveraging your product expertise to drive meaningful development and & engaged customers.

• Design and implement LLM-based solutions using Nebius Token Factory’s inference services to drive business value and support customer goals • Build production-ready applications leveraging our serverless LLM APIs, including multimodal models (text, vision, audio) and domain-specific models • Provide technical expertise in prompt engineering, RAG architectures, model selection, and inference optimization • Collaborate with product and engineering teams to surface customer feedback and shape the platform roadmap • Guide customers in scaling from POC to production with a focus on performance, reliability, and cost efficiency

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. Job Summary The Principal Solution Architect - Hybrid Infrastructure is a field-based technical pre-sales role that focuses on developing comprehensive Hybrid Infrastructure solutions for CDW customers. This role involves providing consultative guidance, supporting partner product sales, scoping service offerings, and fostering strategic relationships to drive business growth. In this role you will be working with customers, delivery, and internal sales teams to develop and maintain strategic relationships and be a trusted advisor to grow our Hybrid Infrastructure services business. What you will do: * Develop appropriate assessment and service solutions for CDW customers, including architecture, optimizations, technology health checks, deployment services, and advisory services. * Collaborate with customers, delivery teams, and internal sales to offer consultative guidance, plan sales strategy, and author statements of work (SOWs). * Analyze technical and competitive considerations, defining actions to meet customer expectations in the sales cycle by engaging customer in visioning exercises that map programmatically aligned solutions to Customer's desired journey. * Maintain strategic relationships with Customers, Internal Sales & Delivery management, acting as a trusted advisor to drive business growth. * Maintain top partner certifications, sales presentation training and certifications. Top industry elite certifications, advanced education. Minimum of 5 certifications for top partners as discussed with leader. * Understanding unique industries and verticals in territory and how they do business. Trusted relationships with all the sellers. Establish partner relationships in field of expertise. Known by the industry as an Expert in their field. Ambassadors for Hybrid Infrastructure brand and able to operate at Sr level or better for all Hybrid Infrastructure practices. * Seek, attend, and drive customer engagement at company approved events and conferences (virtual and in-person). Engage with partners to create customer engagement events. Attend industry leader conferences and drive customer attendance. Design content for practice to be used internally (within team, sales, or leadership), or in speaking engagements at industry conferences. * Act as a subject matter expert in multiple families of products and solutions. * Drive outreach initiatives, technical enablement projects, coaching, and mentoring for other SAs, Solution Executives, and Field Sellers. * Identifies proactive opportunities to educate coworkers and customers regarding technology needs and industry trends. What we expect of you: * Bachelor's Degree or equivalent experience. * Minimum of ten years in technical, pre-sales, or post-sale delivery role. * Motivated, self-starting, and able to independently perform high quality work with minimal guidance. * Industry knowledge and domain expertise: An SA should possess domain expertise. They should understand industry-specific challenges, regulations, and best practices. They should have a deep understanding of the architecture, products, technologies, and solutions offered by the company. This knowledge enables them to provide tailored recommendations and position the company's solutions effectively within the industry landscape. * Experience with networking and datacenter technologies, including enterprise routing and switching, compute, storage, virtualization platforms, and modern datacenter architectures. * Ability to design or support end-to-end Hybrid Infrastructure solutions that integrate on-premises, datacenter, and cloud environments. * Team collaboration and leadership: Collaboration with cross-functional teams, including sales and delivery, is crucial in this role. A SA should be able to work effectively in a team, lead technical discussions, and influence decision-making. They may also provide guidance and mentorship to junior team members. * Customer-focused approach: An SA must have a customer-centric mindset and be able to understand and articulate customer needs effectively. They should possess excellent communication and presentation skills to engage with customers, gather requirements, and explain technical concepts in a clear and concise manner. Building relationships, understanding customer pain points, and providing tailored solutions are key aspects of this role. * Solution design and problem-solving skills: The candidate should have the ability to design and communicate comprehensive solutions that address customer requirements, business challenges, and build consensus around the final solution. They should be skilled in analyzing complex problems, identifying appropriate solutions, and translating technical concepts into understandable terms for customers. Strong problem-solving skills are crucial for identifying and resolving technical issues or gaps in proposed solutions. * Willingness to travel up to 25% or as needed. Pay range: $147,000 - $211,870 depending on experience and skill set Annual bonus target of 25% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials * CDW is committed to being an AI-fluent organization * We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. * About Us * CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. * Together, we Make Amazing Happen. * CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.