Homeoffice Technical Architect, Customer Experience na Burwood Group, Inc

Who We Are 

Burwood Group is not your average technology consulting firm. We are an innovative, culture-driven industry leader that helps companies use and manage technology to transform business and improve outcomes. Founded in 1997 and headquartered in Oak Brook, IL, we've grown to be a 200+ employee firm with team members located across the United States. 

Burwood fosters an employee ownership culture that celebrates both teamwork and personal growth. We’ve cultivated an incredible team of people who are dedicated to their craft and passionate about using their skills to make a meaningful impact on our customers’ success.  Join our team and build a career as unique as you are. 

What You’ll Do

The Customer Experience (CX) Technical Architect is a hybrid role with a focus on both technical leadership and consulting services sales and delivery. The Technical Architect provides pre-sales technical support and expertise in identifying client requirements, while analyzing the client’s current environment and system capabilities, to ensure the technical solutions proposed meet the client’s objectives.  In addition to being viewed as a trusted advisor to the client, the Technical Architect also has responsibility for quality assurance oversight of solution delivery and implementation.

In addition to these core responsibilities, you will:                                                                                                                

• Bridge the gap between business problems and technology solutions.
• Determine the best solution to solve the existing business problems.
• Provide specifications according to which the solution is defined, managed, and delivered.
• Lead the delivery and strategy process, defining requirements, phases, and creating designs during the project execution.
• Provide strong technical oversite and subject matter expertise during the delivery phase.
• Act as a mentor, coach, and escalation point for all project resources.
• Partner with the Sales team and Practice leadership to drive consulting and services sales within the practices and build a pipeline.
• Work with the Practice leadership to further develop the workgroup resources and team development.
• Drive process improvement, delivery efficiency, and project profitability

Who You Are

• You have a strong contact center technology background in consulting, pre-sales, and delivery experience.
• You enjoy analytical and consultative conversations, and you’re adept at identifying and solving problems.
• You can map technical solutions to business challenges and objectives.
• You have a passion for technology and keep informed of market trends, solution insights, and new vendors and methods.
• You enjoy a problem-solving challenge. 
• You have the expertise and professionalism to interact with any level of an organization.
• Your work style is flexible.  Some tasks are great to tackle with a team, and other stuff you can handle on your own!
• You have excellent presentation skills, whether that be in-person, via video, over the phone, or via email.
• You don’t mind responsibility, you’re accountable for your work, and dedicated to a job well done. 
• You’re willing to travel.

The Tech Stuff

• Cisco Contact Center (UCCX, UCCE, PCCE, WxCC).
• Cisco voice gateways and Telco configuration (POTS, PRI, SIP) that pertain to Contact Center implementations.
• Cisco Unified Communications Manager pertains to Contact Center implementations.
• Contact Center as a Service (CCaaS)
• Migrating/Integrating legacy contact center technology with CCaaS applications.
• Experience with Genesys Cloud is preferred but not required.
• Five9’s experience preferred, but not required.
• Ujet and Verint experience preferred, but not required.
• Nice CXOne experience preferred, but not required.
• Familiarity with scripting languages: JSON, Java, Python, PowerShell, etc.

The PERKS

If you ask any of our employees here at Burwood, “what we love”, the top answer is always the same: our culture.  Our employees are driven, innovative, and fun-loving, and they are always willing to help. In addition to that, Burwood also offers some fantastic benefits:

• Generous vacation policy
• 401(k) and Roth 401(k) savings plan, complete with a company match
• Health, dental, and vision insurance
• Life and accident insurance
• Short and Long-Term Disability coverage
• Mental wellness programs
• Flexible spending accounts for pre-tax healthcare and transit/parking expenses
• Learning opportunities in support of career development
• Access to financial planning expertise

Our Commitment to Diversity & Inclusion

We are not intent on being the largest company; but rather, the best. These are the words we live by. This means we welcome all the best talent - regardless of gender, race, ethnicity, sexual orientation, disability, religion, and age. 

Being open to all cultural backgrounds, life experiences, thoughts and ideas not only strengthens company culture but also encourages different-in-kind thinking and promotes economic success.