Job Details

Senior Solutions Architect | Contact Center (Remote)

The Senior Solutions Architect for the Contact Center team at Trace3 is a consultative role, focused on building relationships with clients through technology and solutions. The Senior 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 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.

This position will also be responsible for the definition of standards, pre-sales engagement activities, and where necessary taking a consultative delivery role for the delivery to ensure success of product and project-based work. The Senior Solutions Architect may perform assessments, requirements gathering, demos, proof-of-concept, technical workshops, and oversee and support the delivery teams as needed. This role will also champion sales enablement by analyzing client processes, understanding the client's business landscape, defining requirements, and expertly delivering solutions and strategies within the customer experience space and artificial intelligence. As a member of the Contact Center & Collaboration business unit, this position will collaborate with other technology practices to develop integrated solution offerings for our clients. The Senior Solutions Architect has unique responsibilities to collaborate with other Business Units and Regional Resources within Trace3 to continually develop, refine, and mature joint GTM strategy, offering, and delivery of Trace3 services as a unique differentiator in the market.

What You'll Do:

• 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

Qualifications & Interests:

• 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

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

Estimated Pay Range: $150,000 - $175,000 USD