Senior Solutions Architect

Summary

Join Trace3 as a Solutions Architect for Collaboration, a consultative role focused on building client relationships through technology and solutions. You will investigate existing environments, gather business requirements, and formulate technical and business solutions using leading Collaboration technologies. This customer-facing role demands strong communication skills to explain technical information to diverse audiences. Responsibilities include defining standards, pre-sales engagement, and active delivery to ensure project success. You will champion sales enablement, analyze client processes, and deliver Contact Center & Collaboration solutions. Collaboration with other business units and regional resources is crucial to refine and mature joint GTM strategies. The role offers opportunities for leadership, coaching, and mentoring team members.

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 UCaaS and CCaaS offerings
• Certifications in one or more of the following technologies: Twilio, Amazon Connect, Webex Calling, Webex Contact Center, Cisco CCIE Collaboration, Cisco UCCE-A, Cisco UCCE-D, Cisco CVPD, Microsoft Teams, RingCentral, Five9, 8x8, Avaya, Genesys, InContact, Zoom, 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 with a proactive and consultative manner; listen and understand user requests and needs and effectively deliver
• 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

Responsibilities

• Manage critical CCaaS and UCaaS partnership relationships
• Track and ensure proper delivery standards are met
• Develop and transition strategic partnerships from emerging to core practices
• Develop and lead inhouse training for CC&C and Sales 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 for our largest customers to ensure they choose, use and love Contact Center & Collaboration technology
• Build a very strong interlock with Sales, Contact Center & Collaboration Delivery and Renewals to provide an industry-leading customer experience for Trace3 customers on their adoption journey
• Oversee each project’s life cycle 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 Contact Center & Collaboration 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

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