Professional Services Engineer- Remote
Apply NowCompany: ACD Direct
Location: Farmington, UT 84025
Description:
Professional Services Engineer- Remote
What do we do?
ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD's heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.
Limitations:
>>>>> Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, MA, DE, DC, NJ, NY, CA, OR, WV, MT, MN, AL, AR, ID, WY, WA, AK, HI, PR
All applicants applying from these states or internationally unfortunately cannot be considered.
This role's focus?
We are seeking a highly skilled and motivated Professional Services Engineer to join our team. This role is pivotal in delivering high-quality technical services to our clients, focusing on requirements gathering, solution implementation, and ongoing support. The ideal candidate will have extensive professional services experience, expertise in telephony and contact center technologies, and a proven track record of working closely with clients to meet their business needs.
What will you do?
What does it take?
How we will support you?
Salary:
- Remote Work - No commute time to the office
- Equipment Provided:
- Benefits:
- Team Environment - The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)
**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.
What do we do?
ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD's heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.
Limitations:
>>>>> Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, MA, DE, DC, NJ, NY, CA, OR, WV, MT, MN, AL, AR, ID, WY, WA, AK, HI, PR
All applicants applying from these states or internationally unfortunately cannot be considered.
This role's focus?
We are seeking a highly skilled and motivated Professional Services Engineer to join our team. This role is pivotal in delivering high-quality technical services to our clients, focusing on requirements gathering, solution implementation, and ongoing support. The ideal candidate will have extensive professional services experience, expertise in telephony and contact center technologies, and a proven track record of working closely with clients to meet their business needs.
What will you do?
- Lead requirements gathering sessions with clients to understand business needs and technical requirements.
- Design and implement custom solutions within telephony and contact center environments.
- Collaborate with cross-functional teams including product, development, and support to ensure successful project delivery.
- Provide technical leadership and best practices to clients throughout the project lifecycle.
- Develop and maintain detailed project documentation, including system designs, implementation plans, and training materials.
- Build, customize, and maintain custom reports tailored to client needs, with a strong understanding of data sets and data analysis.
- Offer post-implementation support and ensure smooth transitions to operational teams.
- Act as a trusted advisor to clients, fostering long-term relationships and delivering value-added solutions.
What does it take?
- Professional Services Expertise: Proven experience in delivering client-focused professional services, including requirements gathering, solution design, and implementation.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
- Problem-Solving: Strong analytical and problem-solving skills with a focus on delivering practical, client-oriented solutions.
- Education & Certifications: Relevant certifications (in telephony/contact center technologies) are a plus.
- Remote Work Experience: Experience working remotely and effectively collaborating with distributed teams is a plus.
- Project Management: Ability to manage multiple projects, prioritize tasks, and meet deadlines in a dynamic environment.
- Technical Knowledge: Strong understanding of telephony systems, VoIP, PBX, IVR, and contact center solutions. Familiarity with contact center platforms such as Genesys, Avaya, or Cisco. Experience with cloud telephony services (e.g., Twilio, Five9, Amazon Connect). Knowledge of scripting or automation to streamline deployments and support processes.
How we will support you?
Salary:
- $67,000-100,000/yr depending on experience level
- Remote Work - No commute time to the office
- Equipment Provided:
- Laptop
- Headset
- Monthly Cell Phone Stipend
- Monthly Internet Stipend
- Benefits:
- Medical/Vision and Dental Insurance
- Personal Accident Insurance
- 401(k)/Roth with matching
- Tiered PTO based upon length of employment
- Discounts & Life Services offered through Optum EAP
- Team Environment - The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)
**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.