Technical Account Manager/Principal Architect

Purpose of Job:

The Principal Architect Service offered by Black Box is a comprehensive support and consulting package designed to assist customers with their diverse range of technologies and IT solutions.

Black Box designates a primary Principal Architect to the customer for the duration of the service agreement. The Principal Architect serves as the primary technical expert and consultant for the customer, providing guidance and solutions for operational issues related to various technologies and IT solutions.

Principal Architect Service is a comprehensive support and consulting offer aimed at ensuring the customer's entire technology ecosystem operates efficiently, aligns with business goals, and benefits from expert guidance in areas such as security, compliance, strategic planning, and technology upgrades across all technology domains. The Principal Architect serves as a primary technical partner throughout the service agreement.

Primary Roles & Responsibilities:

• Provides primary technical expertise

• Proactive recurring customer team meetings

• Semi-Annual Executive Technology review

• Implementation oversight

• Architecture validation

• Security and compliance

• Upgrade and Strategic Planning

• Knowledge building and Mentoring

• Primary product line responsibilities are Mitel MiVoice Connect, MiVoice Business, MiCC, Zoom, Ring Central, MS Teams, etc.

• Secondary product line responsibility may include HP, Cisco or other Network experience.

• Develops an in-depth knowledge as the customer's advocate in managing site activities, vendor partners and site departmental relationships.

• Reports services activities in Black Box and customer service management tools in an active fashion

• Ensures customer satisfaction by acting as customer's technical spokesperson in product and technical calls, participates in customer driven surveys and assessments

• Additional duties as assigned.

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in the organization's success.

Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies, or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision-making during crises.

Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one's own style or preference and its impact on others. Earns the respect of others.

Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.

Education / Experience Requirements

• Bachelor's degree in information technology or related, preferred, or relevant experience.

• 5+ years of technical support engineering experience in a call center environment. Technology Services or Managed Service Provider industry experience required.

• Preferred: ShoreTel Advanced Support Engineer/UCSE

• Preferred: Mitel MiVoice Business/Mitel MiVoice Business Contact Center

• Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods, DNS based Global Server Load Balancing (GSLB) theory as well as legacy networking technologies and system interdependencies. Cloud & Virtualization technologies preferred.

• End-to-end process thinker, with proven experience in business processes and workflow design.

• Service awareness of all organization's key product and service offerings for which support is being provided.

• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.

• Excellent problem-solving skills with demonstrated success in root cause analysis.

• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.

• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.

• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud-based technology systems.

Supervisory Responsibility

This position has no direct reports.

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