Senior Solutions Architect | Contact Center (Remote)

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

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.

The Perks:

• 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
• Stocked kitchen with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.

Last updated on Aug 21, 2024