[Hiring] Senior Solutions Architect @Trace3

Role Description

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
• Formulate technical and/or business solutions for achieving those requirements

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:

• Definition of standards
• Pre-sales engagement activities
• Consultative delivery role for the success of product and project-based work
• Performing assessments, requirements gathering, demos, proof-of-concept, technical workshops
• Overseeing and supporting delivery teams as needed
• Championing sales enablement by analyzing client processes
• Understanding the client’s business landscape
• Defining requirements and delivering solutions and strategies within the customer experience space and artificial intelligence
• Collaborating with other technology practices to develop integrated solution offerings
• Developing, refining, and maturing joint GTM strategy, offering, and delivery of Trace3 services

Qualifications

• 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
• 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
• Ability to approach customer and sales requests in a proactive and consultative manner
• Ability to cope with change, make decisions, manage and mitigate risk and uncertainty
• Excellent oral, written communication and presentation skills

Requirements

• 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
• Build a strong interlock with Sales, Delivery and Renewals
• Oversee each project’s lifecycle from inception to completion
• Responsible for overseeing and ensuring optimal client satisfaction
• 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
• Partner and collaborate with Sales Teams and other Technology Teams
• 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
• Ensure close collaboration with Sales and Renewals teams

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