Offering Technical Architect, Contact Center

Company Overview:

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Sales Execution:
  • Successfully plans and executes sales activities within the sales process.
  • Total ownership of the technical sale during customer and partner pre-sales activities.
  • Leads sales and partners in scoping NWN Carousel Offerings to meet customer requirements.
  • Analyzes client business needs and recommend appropriate business solution/strategy.
  • Participates in the planning and design process by assessing current state and desired outcome.
  • Identifies, provides leadership to, and coordinates technical solution development activities in pursuit of formal proposal development.
  • Identifies and engages Subject Matter Experts for discreet service offerings identified in the technical solution.
  • Monitors the engagement process and obtains additional resources as needed.
  • Sets up and executes evaluation activities that prove NWN Carousel Offerings.
  • Identifies and develops technical champions; neutralizes challengers within the account.
  • Ensures complete handshake to customer success organization.
  • Act as escalation point for Field Solutions Architects and Sales teams supporting strategic and complex deals requiring deep level of expertise on a single domain or NWN Carousel offering.
• Technical Knowledge:
  • Demonstrates significant expertise in NWN Carousel's Core Offerings.
  • Masters Command of the Message and Sale principles.
  • Conduct sales presentations and product demos to convey the value of NWN solutions.
  • Builds impactful pilot/POCs that prove impact on customer business/requirements.
  • Comprehensive product, competitive, industry and functionality knowledge.
  • Continues education of self and others; facilitates knowledge transfer across the organization.
  • Works in conjunction with the Offering Management team in the strategy and development of business assured solutions based on current market trends, client’s business requirements and NWN’s processes and resources.
  • Works in conjunction with the Offering Management team to validates solution pricing. Escalates solution pricing for approvals when the pricing is outside of established margin limits.
  • Monitors and ensures business and financial success of designated offering or technology area with regard to profitability of services personnel and product offerings.
  • Contributes to NWN Carousel’s Offering Development and Management strategy by actively participating in all regularly scheduled meetings, sprint activities, summits, and offering standard collateral generation.
  • Enables the Field Solutions Architect and Sales teams on their designated NWN Carousel offering.
  • Establishes deep relationships with NWN’s partner engineer, sales, business units and leadership teams to develop confidence in NWN product sales and promote NWN Carousel’s services capabilities.
• Client and partner engagement:
  • Provides technical expertise through sales presentation product demonstration of NWN Carousel offerings.
  • Maximizes results by anticipating and neutralizing obstacles/objections within an account.
  • Adds value to customer by staying up-to-date on market trends and articulating tangible benefits across customer audiences.
  • Excites and commits prospects with persuasive demos and presentations (formal/informal).
  • Actively engages and influences partner community.
  • Provides long term strategy sustaining technical account management.
• Foundational Attributes:
  • Works effectively as a team member, leads the organization and effectively orchestrates internal and external resources.
  • Actively collaborates with and provides feedback to the Offerings Management team and Subject Matter Experts resources within the presales team.
  • Effectively communicates with all critical resources throughout the sales process.
  • Drives accountability of self and all team members to ensure execution of action items.
  • Humility to learn, master and follow NWN Carousel processes.
  • Creativity in framing a deal and positioning NWN Carousel Offerings to meet the client's business objectives.
  • Passionate business problem solver for customers.

Additional job responsibilities include, but are not limited to:

• Position requires on-going self-study to continuously improve skills relative to strategic technology direction and service offerings.
• Position requires fostering and growth of new and pre-established industry relationships with clients and NWN Carousel’s partners
• Recurring report requirements may include but are not limited to: time sheets, expense reports, billable time sheets, task completion documentation
• Other responsibilities as assigned.

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Bachelor’s degree or equivalent relevant experience.
• 7+ years of experience in a technical or sales role in the areas of Contact Center sales, integration, or support services.
• 7+ Years minimum hands-on experience designing, deploying, and supporting complex Contact Center systems.
• Minimum of two (2) specialization certifications (e.g., Contact Center, Unified Communications, etc.).
• Knowledge of IP Communications, Networking, Security, End User Computing, Virtualization and Data Center Industry and Solutions.
• Involvement in Industry Councils, User Groups, and Advisory Boards, as appropriate.
• Experience with structured project management methodologies.
• Experience working with Contact Center solution design, statements of work, bills of materials, service cost estimates, roadmaps, and other business-related documents.
• Expert ability to architect and design detailed configurations for complex Contact Center solutions.
• Must possess excellent time management and organizational skills.
• Must possess excellent client/customer interface skills.
• Ability to develop/ deliver management presentations at the executive level.
• Excellent relationship skills.
• Experience working in a team environment.
• Exceptional verbal and written communication skills are required.
• Individual must be able to travel nationally to all regions (~25% of the time).
• Proficient in MS-Office (Word, Excel, PowerPoint, Visio, etc.).

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.