Principal Consulting Engineer - Contact Center - Five9

CDW; United States; On-site; USD 144,000 - 241,000; Full time

Job summary

CDW is seeking a Principal Consulting Engineer to ensure solution designs are implemented to the customer’s satisfaction, guiding architecture and cross‑functional teams on Five9‑based contact center solutions.

You will lead engagements, develop standards, train staff, interface with customer executives, and drive project strategies, ROI, and best practices while staying current with IT trends.

Qualifications

• 10+ years delivering large-scale enterprise solutions (or 14+ years).
• 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, NICE CXone.
• Knowledge of voicemail, unified messaging, IVR, CRM integration.
• CCNA, CCNP or CCDP certification is a plus.

Responsibilities

• Plan, design, implement, and support IP-based call center solutions, focusing on Five9.
• Set up, configure, and test components of Contact Center platforms and integrated calling platforms.
• Act as technical expert and SME; lead training and standards with architects.
• Define project strategies balancing customer goals and financial constraints.
• Provide leadership and expert advice on architecture to customers and teams.
• Lead a project team including clients, CDW and partners.
• Interface with customer executives; present complex ideas.
• Mentor staff; develop best practices and training.
• Drive ROI and metrics; communicate risks to stakeholders.

Skills

Five9 expertise

PBX/Call Center systems engineering

Client consultation

Leadership & SME

Project planning & ROI

Education

Bachelor's degree

14+ years experience alternative

Tools

Five9 platform

NICE CXone

Amazon Connect

CRM integration

Job description

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 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 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 assists in resolving complex problems 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 customer’s technical and business executive level and project leadership. Educates the customer on solution as appropriate throughout the life of the project or service life.
• Serves as the technical lead on Proof-of-Concept engagements and large-scale implementations.
• Takes ownership of any services design/architecting/implementation challenges and leads the team to remediation/resolution, both technically and politically
• Recommends client project financial goals, metrics, and ROI.
• Leads a project team consisting of clients, CDW, and partner resources to achieve the desired outcome.
• Contributes to industry best practices. Known resource within the technology industry.

What We Expect Of You

• Bachelor’s degree and 10+ years of experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support. Or, 14+ years of experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support.
• High-end experience in PBX and/or Call Center systems engineering. This role requires Five9 expertise, with exposure to NICE CXone or Amazon Connect.
• Experience with call flow analysis and development.
• Programming experience with any of the following manufacturers' products: Cisco, Five9, Zoom, Microsoft, Genesys, NICE CXone.
• Knowledge of voicemail, unified messaging, IVR systems, integration to CRM packages.
• AUCCE Specialization or other Contact Center vendor equivalent.
• Excellent written, presentation, and verbal communication skills including demonstrated experience presenting technology recommendations from a business perspective to internal and external clients.
• History of building constructive relationships with clients, partners, and coworkers at all levels of the organization, navigating interpersonal and group dynamics comfortably.
• Proven ability to research advanced and complex technology solutions, evaluate alternatives, make recommendations, and present materials to clients in manner that meets enterprise-level client needs.
• Demonstrated ability to act in a calm and productive manner when confronted with change, ambiguity, and risk. Identifies and engages all levels of leadership to proactively address problems.
• Demonstrated ability to multitask and effectively prioritize workload under tight deadlines in a fast-paced environment. Ability to develop longer-range project plans and schedules to complete complex projects or new solution/product development.
• Must be able and willing to work beyond their regularly scheduled shift, select weekends, overtime as necessary or on occasion to meet operational needs.
• Knowledge of Python, Java and/or VB Script, a plus.
• CCNA, CCNP or CCDP certification, a plus.

Pay range: $153,000 - $240,800 depending on experience and skill set

Annual bonus target of 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 full‑stack, full‑lifecycle 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.