Principal Consulting Engineer - Contact Center - Five9
AI summary of the role
This is a senior individual contributor role focused on designing, implementing, and supporting IP-based contact center solutions with deep Five9 expertise.
No longer in the current catalog. Last included 2026-09-09. Check the employer’s posting for availability.
What you’ll do
- Perform client consultation: Plan, design, implement, and support IP-based call center solutions, with a focus on Five9.
- Set up, configure, and test components of Contact Center platforms and integrated calling platforms.
- Serves as the technical lead on Proof-of-Concept engagements and large-scale implementations.
- Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise.
What you’ll bring
- Bachelor’s degree and 10+ years of experience delivering large scale, enterprise-class technical solutions, or 14+ years without degree.
- High-end experience in PBX and/or Call Center systems engineering with Five9 expertise.
- Experience with call flow analysis and development.
- Programming experience with Cisco, Five9, Zoom, Microsoft, Genesys, or NICE CXone.
Technologies
Five9 · NICE CXone · Amazon Connect · Cisco · Genesys · PBX · IVR · CRM integration · Python · Java
About CDW Corporation
Multi-brand IT solutions provider selling hardware, software, and integrated services to corporate, small-business, government, education, and healthcare customers across the US, UK, and Canada.
Public · 5000+ people
Source and classification
Implementation & delivery · Evidence for this classification:
Perform client consultation: Plan, design, implement, and support IP-based call center solutions, with a focus on Five9. Set up, configure, and test components of Contact Center platforms and integrated calling platforms. Regarded as the technical expert in their job family within CDW. Requires in-depth and/or breadth of expertise across field of specialization and has broad knowledge of other job family within the organization function. Serves as a senior advisor to leadership. Collaborates with the technical architect on training plans and approaches to best equip staff for successful implementations. Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise. Defines project strategies or technical options to balance customer project goals and financial constraints. Provides leadership and
More from the job 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. The Principal Consulting Engineer will ensure the solution is implemented as designed to the customer’s satisfaction and approval. Make innovative and ingenious contributions to new solution/product design and implementation based on an understanding of applicable technology and how it can be applied to solution/product design, considerations of system-wide impact, hardware-software tradeoffs, and business issues for clients. What you will do: Perform client consultation: Plan, design, implement, and support IP-based call center solutions, with a focus on Five9. Set up, configure, and test components of Contact Center platforms and integrated calling platforms. Regarded as the technical expert in their job family within CDW. Requires in-depth and/or breadth of expertise across field of specialization and has broad knowledge of other job family within the organization function. Serves as a senior advisor to leadership. Collaborates wit [... source excerpt omitted ...] practices, and training for team members along with technical architect and technical lead in their area of expertise. Defines project strategies or technical options to balance customer project goals and financial constraints. Provides leadership and expert advice/counsel on technical subject matters and architecture design to Customers, the Infrastructure Solutions Team, and other Extended Teams. Recognized by customer, peers, and management as SME expert, staying relevant in upcoming technologies, IT trends and IT transformation. Escalates and communicates alternatives with associated risks with executives and stakeholders. Ensures procedures are being followed and assist [... source excerpt omitted ...] blems which require professional level input. Regularly interface with customer’s technical and business executive level and project leadership through sales presentations and/or client project solutions in communicating complex ideas, anticipating potential objections, and leading discussions to align expectations. Ability to navigate difficult customer environments independently, effectively, and consistently. Escalates and communicates alternatives with associated risks with executives and stakeholders. Develops standards, best practices, and training for team members along with technical architect and technical lead in their area of expertise. Regularly interface with
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