UCaaS Analyst

* Manage Contact Center solutions for RingCentral's internal business unit* Build and Deploy interactive voice response (IVR) call flows based on business requirements* Diagnose and resolve technical issues related to UCaaS platforms,including voice, video, and messaging services.* Provide timely and accurate responses to customer inquiries and support requests.* Troubleshoot network connectivity, device compatibility, and application performance issues.* Manage and configure UCaaS platforms, including user provisioning, group creation, and policy settings.* Monitor system performance and identify potential bottlenecks or issues.* Assist in the implementation and migration of UCaaS solutions.* Analyze usage data to identify trends, optimize performance, and identify cost-saving opportunities for contact centers.* Prepare reports and presentations to communicate findings to stakeholders.* Build and maintain positive relationships with employees we support..* Provide exceptional customer service and support.* Serve as an Incident Management resource during Contact Center service interruptions* Keep up-to-date with the latest UCaaS technologies and best practices.* Participate in training and certifications to enhance technical skills.* Implement IT solutions and processes working with IT Engineers, IT Specialists and relevant vendors and/or internal RingCentral departments to enhance and optimize the support provided to RingCentral personnel.* Assists in IT projects and working towards milestones.* Provide improvement, and maintenance of IT Support services, processes and procedures.* Follow standard ITSM/ITIL processes and procedures* Provide support for day to day troubleshooting of UCaaS related issue requests coming through the Helpdesk ticketing system.* Ensure there is priority and focus on support for the VIP and Executives in the company.* Actively participate and be available for IT related escalations as required.* Assist in the management of vendors and suppliers.* Maintain confidentiality and privacy in all dealings with owners and executives.* Ensuring timely follow up and status updates until issue is resolved* Provide communications on all escalated issues to management and other support teams. Document progress of escalated incidents.* At least 3 years’ experience in related field* Knowledge of PBX, ACD, CTI, VoIP and IVR applications* Experience in Contact Center Operations* C#, JSON, Java programming knowledge an advantage* Basic knowledge in Project Management* Ability to interpret call flow diagrams* Ability to follow technical instructions and track completed tasks as related to assigned projects* Technical trouble-shooting skills* Ability to interact effectively with employees at all levels* Ability to work flexible shifts including nights and weekends* Strong sense of urgency with an attitude of never giving up until the issue is closed to the satisfaction of the customer.* Demonstrated analytics and problem solving skills* Excellent customer service and communications oriented skills with the ability to handle sensitive and challenging support situations with a calm and methodical approach.* Self-motivated individual capable of working in a face-paced, dynamic environment* Detail and results oriented; skilled at both planning and hands-on execution* Strong documentation skills* Time management skills required* Excellent written, verbal, and presentation skills* Familiarity with Nice InContact and RingCentral* API Integrations knowledge and workflow experience* Automation or AI experience preferred* Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities* Have read and agreed to our**RingCentral, Inc**. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.#J-18808-Ljbffr