Global Customer Solutions Expert

At RingCentral, we empower our customers to connect and collaborate through innovative solutions. We are seeking a highly skilled Professional Services Contact Center Engineer to join our team.

This role will be responsible for implementing RingCX and RingCentral Contact Center (RCCC) functionality within new Contact Center designs, builds, and training. You will work closely with customers to ensure that the full benefits of our proposed solutions are being delivered to them.

As a key member of our Professional Services team, you will drive project implementation and project management, executed to RingCentral standards and within agreed timelines.

Key Responsibilities:

• Manage the implementation of Contact Center projects, ensuring all tasks are completed on-time and within budget.

• Handle multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.

• Assess solution specifications in light of customer requirements and recommend solution designs and changes that optimize value for both the customer and RingCentral.

• Complete customer-facing documentation throughout the implementation process- such as meeting presentations, business requirements documents, sign-off agreements, etc.

• Responsible for executing tasks and producing deliverables as outlined in the Project Plan and as directed by the Project Manager.

• Assists the Project Manager on status reporting and escalation of issues.

• Responsible for the implementation of RingCX and RCCC Contact Center projects, ensuring all tasks are completed on-time and within budget.

• Provide consultation to customers ensuring that the full benefits of the proposed solutions are being delivered to them.

Required Skills and Qualifications

Our ideal candidate will possess the following skills and qualifications:

Essential Skills:

• Excellent time management skills and ability to manage multiple implementation activities simultaneously.

• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision-making in challenging situations.

• Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment.

• Strong troubleshooting and problem-solving skills.

• Experience in supporting global customers in multiple geographies.

• Expertise in developing and maintaining positive and productive relationships with clients.

• Working knowledge of JavaScript, C++, C Sharp or HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center best practices.

• Strong background in contact center platforms and tools (e.g. Nice InContact, Dialpad, Five9, etc.)

• Strong customer communication skills.

• High levels of empathy; excellent soft skills and customer service best practices.

• Minimum of 2 years of experience in a Professional Services Implementation position - Contact Center industry experience is a must.

• Must possess strong analytical skills with the ability to identify, analyze, interpret, and solve both practical as well as highly complex problems.

• Excellent verbal and written communication skills.

• Working knowledge of CRM and Lead Management solutions (Salesforce, HubSpot, Zendesk, ServiceNow, Siebel, NetSuite, RightNow, Velocify, etc.) is desired.

• BA/BS in a technical discipline or equivalent experience is preferred.

• Certified Contact Center skills are desired.

Benefits

At RingCentral, we offer a comprehensive benefits package to support the well-being of our employees, including:

Medical-Dental-Vision-Disability-Life Insurance

Health Savings Account-FSA-Commuter Benefits

Voluntary Supplemental Health Coverage-Life Insurance

401K-Match-ESPP

Paid Time Off-Paid Sick Leave

Paid Parental-Pregnancy Leave

Family Forming Benefits-IVF-Preservation-Adoption

Emergency Backup Care-Child-Adult-Pets

Employee Assistance Program-EAP-Counseling Sessions

Free Legal Services-Document Creation-Estate Planning

Employee Bonus Referral Program

Student Loan Refinancing Assistance

Employee 1:1 Coaching-Perks-Discounts Program

RingCentral's Global Service and Support Team

Leads the post-sale experience for our customers—making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.