Contact tracer Jobs in Toronto, ON

Job Description

Job Description

Description

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. We’re proud to share our story and Make Amazing Happen at CDW.

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 to our customers for over 40 years.  We have deployed over 100,000 Contact Center Agents and we have enjoyed consistent industry awards from our partner community. The Contact Center Senior Field Solution Architect role is a technical pre-sales position that works with CDW sales teams and partners to design and present Contact Center and Artificial Intelligence (AI) solutions to meet the needs of our customers.

The Senior Field Solution Architect – Contact Center role focuses on pre-sales solution design. This role is responsible for working with internal and external sales teams and partners to plan and organize strategies. The incumbent analyzes the sales environment including customer expectations, competitive environment, as well as the customer's technical and operational environment to define actions that will be performed in the sales cycle timeframe.

The Senior Field Solution Architect develops and maintains strategic relationships with Sales Management and is expected to be a trusted advisor to grow business.

The Senior Field Solution Architect is expected to be subject matter expert (SME) in multiple technologies of customer experience solutions.

The Senior Field Solution Architect is responsible for driving a variety of initiatives and projects, coaches and / or mentors, others Solution Architects; and strategically works with sales teams, partners and customers to uncover and increase emerging business opportunities.

The Senior Field Solution Architect –takes a lead role in defining, developing, and supporting solutions and new technologies; prepares the team to be successful through proactive training, sharing knowledge, and communicating best practices.

What you will do :

In this role, the Senior Field Solution Architect provides comprehensive technical pre-sales support for Customer Experience opportunities across the nation. The position collaborates with CDW partners to design and present tailored Customer Experience solutions, participating in sales campaigns, customer events, and the generation of Bills of Materials (BOM) and Statements of Work (SOW) that address client requirements. A strong emphasis is placed on positioning the value proposition of proposed solutions, including articulating fundamental ROI concepts and differentiating Contact Center and Artificial Intelligence offerings in competitive scenarios.

The Senior Field Solution Architect is also responsible for conveying CDW’s value, experience, and capabilities to customers, particularly when competing against other Contact Center providers. This role requires effective coordination with various CDW departments to ensure accurate execution of specialist orders and sales incentives. The incumbent contributes insights to Product & Partner Management regarding emerging trends and market opportunities, and acts as a subject matter expert for Marketing initiatives.

Approximately 75% of the role involves direct sales activities through conference calls, email, and client visits. An additional 20% is dedicated to ongoing technology and professional development training, while the remaining 5% focuses on team development and various other responsibilities. This position requires the 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, and promote knowledge sharing and mentorship across the team. Support Field Solution Architects and assist in new hire onboarding.

Sales

Advise sales teams, assist customers with contracts and renewals, and incorporate financing in proposals. Present the Digital Experience value proposition to clients and identify new revenue opportunities. Lead and collaborate on sales strategies, presentations, and cross-sell opportunities with partners and stakeholders. Share best practices for territory planning and deal closure, and support marketing activities.

Sales Support

Respond to partner and customer inquiries, manage priorities, and lead the development of proposals, Bills of Materials, and Statements of Work. Maintain pipeline data and drive opportunities to closure with subject matter expertise.

What we expect of you :

This position requires a bachelor’s degree or equivalent experience, as well as at least seven years in technical pre-sales or technical architecting. The ideal candidate demonstrates extensive experience selling Contact Center solutions and professional services, with a particular emphasis on the Cisco and Webex portfolio. In-depth knowledge of ACD and IVR systems is expected, along with specialized expertise in Cisco Contact Center platforms and related Independent Software Vendors (ISVs). Familiarity with Webex, as well as competitive products and adjacent Contact Center technologies, is highly valued.

Hands-on experience integrating Cisco Webex Contact Center with CRM platforms (e.g., Salesforce, Microsoft Dynamics) for seamless customer data access and management.

Proficiency in using Webex Contact Center analytics tools to monitor and report on key performance metrics, including Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

Ability to generate and interpret reports that guide operational improvements and align with service level agreements (SLAs).

Knowledge of security protocols, including encryption and authentication, to safeguard customer data and ensure secure contact center operations.

Familiarity with regulatory compliance requirements relevant to contact centers, such as PCI-DSS, GDPR, and CCPA, ensuring data protection for customer interactions.

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek, and paid on a bi-weekly payroll schedule.

Pay range : $ 160,000 - $ 180,000, depending on experience and skill set

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards 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.