Senior Solutions Architect

Senior Solutions Architect – Contact Centre Join to apply for the Senior Solutions Architect – Contact Centre role at CDW Canada. 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. This position is part of CDW’s Contact Center Practice, a single-source provider to our clients for all things Customer Experience. CDW has been delivering Contact Center solutions for over 40 years, deploying over 100,000 Contact Center Agents and winning consistent industry awards. What you will do The Senior Field Solution Architect provides comprehensive technical pre-sales support for Customer Experience opportunities nationwide. The role collaborates with CDW partners to design and present tailored Customer Experience solutions, participates in sales campaigns, customer events, and generates Bills of Materials (BOM) and Statements of Work (SOW) that address client requirements. The architect positions the value proposition of proposed solutions, articulates ROI concepts, and differentiates Contact Center and Artificial Intelligence offerings in competitive scenarios. Responsible for conveying CDW’s value, experience, and capabilities to customers, especially when competing against other providers. Coordinates with CDW departments to ensure accurate execution of specialist orders and sales incentives. Provides insights to Product & Partner Management on emerging trends and market opportunities, acting as a subject matter expert for marketing initiatives. Approx. 75% of the role involves direct sales activities through conference calls, email, and client visits; 20% for ongoing technology and professional development training; 5% for team development and other responsibilities. Flexibility to travel up to 25% of the time. Technology Leadership Serve as the technical and strategic expert for solutions, leading go-to-market execution for new offerings. Design and review technical solutions, define necessary professional services, and develop standardized deliverables. Provide training, develop materials, promote knowledge sharing and mentorship across the team. Support Field Solution Architects and assist in new hire onboarding. Advise sales teams, assist customers with contracts and renewals, incorporate financing in proposals, present the Digital Experience value proposition, identify new revenue opportunities, lead and collaborate on sales strategies and cross-sell opportunities. Share best practices for territory planning and deal closure, support marketing activities. Respond to partner and customer inquiries, manage priorities, lead proposal development, maintain pipeline data, and drive opportunities to closure. What we expect of you • Bachelor’s degree (or equivalent) and at least 7 years in technical pre-sales or technical architecting. • Extensive experience selling Contact Center solutions and professional services, especially Cisco and Webex portfolio. • In-depth knowledge of ACD and IVR systems; specialized expertise in Cisco Contact Center platforms and related ISVs. • Hands-on experience integrating Cisco Webex Contact Center with CRM platforms such as Salesforce or Microsoft Dynamics. • Proficiency in Webex Contact Center analytics tools to monitor and report key metrics (AHT, FCR, CSAT). • Ability to generate and interpret reports guiding operational improvements and aligning with SLAs. • Knowledge of security protocols (encryption, authentication) to safeguard customer data. • Familiarity with regulatory compliance (PCI-DSS, GDPR, CCPA). Benefits and Compensation Pay range: $160,000 – $180,000, depending on experience and skill set. CDW is committed to pay transparency and equitable salaries. Salaries are based on a 40-hour workweek and paid bi-weekly. CDW is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard 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. Location: Surrey, British Columbia, Canada. #J-18808-Ljbffr