Verizon Senior Manager Solution Architects - CX in Hilliard, Ohio

What you’ll be doing...

Lead a team of highly experienced Customer Experience Solutions Architects to drive excellence in solutions development, solutions selling, and opportunity closure through strategic engagement with assigned customer base to maximize sales efforts.

  • Identify opportunities for more effective technical support to the sales team.

  • Monitor and redirect efforts and resources as appropriate to maximize sales results.

  • Develop and cultivate relationships with senior management and executive levels.

  • Interface directly with client personnel at all levels as required to provide consistent, high quality technical support and to develop sales/service opportunities.

  • Participate in executive briefings and customer presentations.

  • Conduct periodic operations reviews with SAs to maintain a focus and cadence on excellence.

  • Ensure all SA's complete training against assigned curriculum roadmaps in timely manner.

  • Conduct regular one on one meetings with team members.

  • Address performance concerns and ensure PDP or PIP is implemented when necessary in accordance with HR guidelines.

  • Accelerate strategic service solutions bundles.

  • Look for the opportunities to reduce costs and increase productivity.

  • Manage budget to 100% versus plan.

  • Consistently share successes and expertise across the SA community.

  • Engage peer organizations to resolve customer issues.

  • Provide timely market information, drivers and customer feedback to our partner organizations for product and technology positioning and enhancements.

What we’re looking for...

You'll need to have:

  • Bachelor's degree in a technical discipline or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Five or more years of experience designing, selling or supporting Contact Center Solutions and Services (CPE, Hosted, as a Service, Managed Solutions and Professional Services).

Even better if you have:

  • MS or MBA degree.

  • 10+ years of experience across a variety of disciplines related to the selling of Contact Center Products and Services. Disciplines to include:

  • Data and IP Services

  • Managed Network Services / Security Solutions

  • Managed Mobility Solutions

  • Cloud Services

  • Data Center Outsourcing

  • Unified Communications & Collaboration Services

  • IT Applications Management

  • 7 or more years in a customer facing leadership role with accountability for end to end delivery (i.e. Solutions Architect, Sales Engineer, Service Delivery Architect.. )

  • 5 or more years of experience delivering customer presentations and preparing customer-facing material such as RFP responses, proactive proposals and network/system designs.

  • Experience in sales or service of Fortune 500 companies.

  • Successful project delivery in a Fortune 100 company.

  • “Big 4" consulting experience.

  • Versed in TOGAF and/or ITIL standards for architecture and delivery.

  • Strong financial analysis experience (P&L, ROI, cost analysis, business case development).

  • Experience in the Financial, Insurance, Federal, Media, Entertainment or Technology Verticals.

  • Knowledge of Genesys Pure Engage suite of enterprise level solutions and/or Cisco Unified Contact Center Enterprise (UCCE), Hosted Collaboration Solution for Contact Center (HCS-Cc) and other Cisco contact center and unified communications products.

  • Strong technical skills with contact center solutions, including ACD, IVR, CTI, digital, and omni-channel.

  • Several years of sales engineering and/or IT consulting experience.

  • Strong technical skills and the proven ability to engage customers with successful technical assessment.

  • Experience working with vendor partners through sales and technical engagement.

  • Past experience in architecture, design, and implementation of highly scalable and available solutions using PaaS services and other big data technologies.

  • Prior experience with virtualization of infrastructure services (storage, server, network, messaging, database).

  • Prior experience aligning platform architecture with security, voice, data and other technology architects.

  • Knowledge of VMWare. Xen, KDC or other hypervisors.

  • Experience as sales engineer, professional services engineer, IT consultant, and/or contact center manager.

  • Knowledge of Verizon and/or other provider’s Voice and Data Services a plus. Examples include: Local Origination (VILO), Toll Free (TDM and IP), SIP Trunking, Network IVR, and VOIP/MPLS/PIP.

  • Experience with developing a scope of work document outlining project objectives, responsibilities, deliverables, and assumptions in complex multiple technology solutions.

  • Experience in estimating effort and working with multiple back end subject matter experts to develop a holistic view of the effort required to complete a professional services engagement that meets customer defined requirements.

  • A successful, driven, high-energy individual who projects professionalism and experience with customers, while conversant at a business level.

  • Excellent communication and people skills.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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