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Deloitte Avaya Pre-Sales Contact Center Engineer in Silver Spring, Maryland

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

Work you'll do

As a Contact Center Technical Presales Engineer, you work with clients that consume Contact Center and related third party partner products. Your duties include maintaining engineering procedures, working with client teams, and conducting presentations to promote a new product offering to clients at the beginning of the sales cycle. Sometimes, your responsibilities focus on introducing new or upgraded products to an existing client. At other times, you work with prospective clients or contact account leads to provide technical information. You typically help clients choose products that meet their technological needs and answer questions about compatibility, functionality, and implementation. You may also provide specifications and technical details to a client's IT department to ease installation, as well as work as a hands-on resource to support deployment and implementation services.

The team

Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

Qualifications

Required:

  • Degree in a Computer Science and Engineering or equivalent role with relevant experience

  • 5+ years in a customer/client facing technical role (Pre/Post Sales, Sales Engineering, Consulting, Solutions Architecture, Service Delivery, etc.) with a strong knowledge of various network architectures, virtualization, Cloud, Unified Communications, and mobility solutions

  • 3+ years of pre-sale experience developing managed IT and/or managed UC services solutions.

  • 3+ years of Avaya Engineering experience

  • 2+ years of experience in either Talkdesk, Cisco, Five9, Genesys, NICE or AWS

  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

  • Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve.

  • Must be able to obtain and maintain public trust clearance for this role

    Preferred:

  • Current and valid industry certifications on technology partners, processes in one or more of the following preferred: UC and/or Contact Center (AVAYA, Cisco, Genesys, etc.), Network (Cisco, Juniper, Extreme, etc.), or ITIL

  • Experience leading and/or managing teams

  • Experience running support teams and/or operations

  • Strong experience with Unified Communications and UC Managed Services

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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