AI Opportunity Routing Specialist

CDW; Illinois; On-site; USD 88,000 - 123,000; Full time

Benefits offered by this job

Benefits overview

Job summary

CDW in the United States (Illinois) is hiring for an AI Opportunity Intake & Lead-Flow Operations role to own end-to-end intake, qualification, and routing. You will monitor signals from sellers, partners, and customers, maintain intake controls, and ensure timely, accurate updates to the CRM.

Ideal candidates have 5+ years in revenue/sales operations, CRM expertise (Salesforce), and a data-driven mindset to improve end-to-end processes across practices, with a focus on governance and measurable

Qualifications

• Bachelor's degree with 5+ years in revenue operations, sales operations, CRM administration, or similar process-intensive roles in a technology sales/services organization OR 9+ years in revenue operations, sales operations, CRM administration, or similar process-intensive roles in a technology sales/services organization.
• CRM expertise (Salesforce or equivalent), including pipeline configuration, automation, and reporting.
• Reporting and analytics skills to build dashboards, track KPIs, and turn data into recommendations.
• Process automation mindset with experience improving lead-flow/sales ops processes for scalability and measurability.
• Cross-functional coordination to run intake/routing across practices and stakeholders without direct authority.
• Operational detail: data hygiene, SLA management, and audit readiness in a high-volume environment.
• Experience in an IT services, systems integrator, or technology VAR environment; familiarity with practice-based sales models, a plus.
• Working knowledge of AI/ML and agentic automation concepts to partner with Technical Architects on lead-flow automation, a plus.
• Experience building or contributing to agentic workflow specifications or AI-assisted operations tools, a plus.
• Familiarity with CDW CRM/sales ops tooling, compensation structures, and routing dynamics, a plus.
• Business analysis and requirements documentation experience for operational/workflow automation, a plus.

Responsibilities

• Own end-to-end AI intake so every lead is captured, logged, and advanced to qualification.
• Monitor inbound signals including seller requests, partner referrals, MQLs, and customer inquiries.
• Maintain intake controls and audits to prevent leakage and recover stalled opportunities.
• Serve as first contact for sellers, providing clear SLAs and acknowledgments.
• Coordinate with business consultants to develop requirements for an agentic opportunity system that automates intake, qualification, routing recommendations, and CRM updates with human-in-the-loop checkpoints.
• Partner withbusiness consultants and technical teams to build out agentic lead-flow.
• Define human-in-the-loop controls for review, approval, and override of automated routing.
• Pilot and iterate components; track automation coverage, routing accuracy, and SLA performance.
• Route qualified leads by entry point and practice capacity to the right field SA, BusinessdevelopmentManger, or AIPracticeresource.
• Manage re-routing for stalled, rejected, or escalated opportunities so no lead ages out without disposition.
• Maintain dashboards and recurring reports for visibility into volume, velocity, qualification, and pipeline health.
• Define and track intake KPIs including time-to-qualify, time-to-assign, routing accuracy, and aging.
• Partner with Revenue Operations/CRM on enhancements and workflow automation aligned to governance.
• Design and refine the end-to-end AI opportunity process from capture through handoff.
• Remove bottlenecks, ambiguity, and manual steps to scale lead flow.
• Partner with business consultants todevelopseller intake guides, templates, and FAQs to improve submission quality.
• Run regular reviews with leadership and stakeholders; use data to drive improvements.

Skills

CRM expertise

Reporting analytics

Process automation

Cross-functional coordination

Data hygiene

Audit readiness

IT services familiarity

Sales Ops tooling

Business analysis

Education

Bachelor's degree

Tools

Salesforce

Job description

Description

Job Summary:

AI Central is CDW's hub for AI opportunity activation, providing a single front door to AI capabilities across practices, partners, and compensation models. The Opportunity Triage, Routing & Assignment role ensures every AI opportunity is captured, qualified, and routed to the right resource quickly and consistently.

This operations-first role runs AI Central's intake engine. The role owner manages lead-flow processes, CRM configuration, reporting, and agentic tooling to keep opportunity management visible, measurable, and fast to connect sellers with practiceteamsso no opportunity is missed.

What you will do:

AI Opportunity Intake & Lead-Flow Operations

• Own end-to-end AI intake so every lead is captured, logged, and advanced to qualification.

• Monitor inbound signals including seller requests, partner referrals, MQLs, and customer inquiries.

• Maintain intake controls and audits to prevent leakage and recover stalled opportunities.

• Serve as first contact for sellers, providing clear SLAs and acknowledgments.

Agentic Lead-Flow Development

• Coordinate with business consultants to develop requirements for an agentic opportunity system that automates intake, qualification, routing recommendations, and CRM updates with human-in-the-loop checkpoints.

• Partner withbusiness consultants and technical teams to build out agentic lead-flow.

• Define human-in-the-loop controls for review, approval, and override of automated routing.

• Pilot and iterate components; track automation coverage, routing accuracy, and SLA performance.

Routing & Practice Assignment

• Act asprimaryhuman-in-the-loop engagement alongside BCG routing agent for edge cases (est. <15% total opps).Route qualified leads by entry point and practice capacity to the right field SA, BusinessdevelopmentManger, or AIPracticeresource.

• Manage re-routing for stalled, rejected, or escalated opportunities so no lead ages out without disposition.

CRM Management & Pipeline Reporting

• Maintain dashboards and recurring reports for visibility into volume, velocity, qualification, and pipeline health.

• Define and trackintakeKPIs including time-to-qualify, time-to-assign, routing accuracy, and aging.

• Partner with Revenue Operations/CRM on enhancements and workflow automation aligned to governance.

Process Design & Continuous Improvement

• Design and refine the end-to-end AI opportunity process from capture through handoff.

• Remove bottlenecks, ambiguity, and manual steps to scale lead flow.

• Partner with business consultants todevelopseller intake guides, templates, and FAQs to improve submission quality.

• Run regular reviews with leadership and stakeholders; use data to drive improvements.

What we expect of you:

• Bachelor's degree and 5+ years in revenue operations, sales operations, CRM administration, or similar process-intensive roles in a technology sales/services organization OR 9+ years in revenue operations, sales operations, CRM administration, or similar process-intensive roles in a technology sales/services organization.

• CRMexpertise(Salesforce or equivalent), including pipeline configuration, automation, and reporting.

• Reporting and analytics skills to build dashboards, track KPIs, and turn data into recommendations.

• Process automation mindset with experience improving lead-flow/sales ops processes for scalability and measurability.

• Cross-functional coordination to run intake/routing across practices and stakeholders without direct authority.

• Operational detail: data hygiene, SLA management, and audit readiness in a high-volume environment.

• Experience in an IT services, systems integrator, or technology VAR environment; familiarity with practice-based sales models, a plus.

• Working knowledge of AI/ML and agentic automation concepts to partner with Technical Architects on lead-flow automation, a plus.

• Experience building or contributing to agentic workflow specifications or AI-assisted operations tools, a plus.

• Familiarity with CDW CRM/salesopstooling, compensation structures, and routing dynamics, a plus.

• Business analysis and requirements documentation experience for operational/workflow automation, a plus.

Pay range: $87,725 - 122,745 depending on experience and skill set.
Quarterly bonus target 10% subject to terms and conditions of plan.
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials.

CDW is committed to being an AI-fluent organization

We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances-not replaces-human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do-it's how we do it. At CDW we act as one-building trust, speaking candidly, and working together to achieve more. We play to win-focusing on what matters most and delivering for our customers. And we think forward-staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees-working together to solve complex challenges and deliver real impact for our customers and communities.

As a fullstack, fulllifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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.