Customer Experience Transformation Specialist

Transform Customer Experiences with Our Professional Services Team.

We're seeking a skilled and dynamic Professional Services Contact Center Engineer to join our team. As a key member of our organization, you'll play a vital role in driving the implementation of RingCX and RCCC Contact Center projects. Your expertise will ensure seamless execution of customer projects, delivering high-quality results that exceed expectations.

Key Responsibilities:

• Lead project implementations from start to finish, ensuring timely and budget-friendly completion.
• Manage multiple projects simultaneously, handling complex tasks with minimal oversight.
• Analyze solution specifications to recommend optimized designs and changes that meet customer needs.
• Create engaging customer-facing documentation, including meeting presentations, business requirements documents, and sign-off agreements.
• Collaborate with project managers to report status and escalate issues promptly.
• Implement RingCX and RCCC Contact Center projects while maintaining exceptional quality standards.
• Provide expert consultation to customers, ensuring they achieve the full benefits of proposed solutions.

Requirements:

• Independent self-starter with excellent time management skills, able to handle multiple implementation activities simultaneously.
• Operate effectively with minimal guidance, exercising sound judgment and decision-making in challenging situations.
• Prioritize responsibilities and deliver on commitments, thriving in fast-paced environments.
• Expert troubleshooting and problem-solving skills.
• Experience supporting global customers across various geographies.
• Develop and maintain positive relationships with clients through impeccable communication and empathy.
• Working knowledge of networking protocols, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and call center best practices.
• Strategic thinker with an ability to understand the big picture, solve complex problems efficiently.
• Strong background in contact center platforms and tools (e.g., Nice InContact, Dialpad, Five9).
• Effective customer communication and soft skills, with high levels of empathy.
• Minimum 2 years of experience in a Professional Services Implementation position within the contact center industry.
• Excellent analytical skills to identify, analyze, interpret, and solve both practical and complex problems.
• Verbal and written communication skills.
• Desirable working knowledge of CRM and Lead Management solutions (Salesforce, HubSpot, Zendesk, ServiceNow).
• Bachelor's degree in a technical discipline or equivalent experience is preferred.
• Certified Contact Center skills are desired.

What We Offer:

• Comprehensive medical, dental, vision, disability, life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs), and Commuter benefits.
• Voluntary supplemental health coverage and life insurance.
• 401K match and ESPP.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits (IVF, Preservation, Adoption etc.).
• Emergency backup care (Child/Adult/Pets).
• Employee Assistance Program (EAP) with counseling sessions available 24/7.
• Free legal services providing legal advice, document creation, and estate planning.
• Employee bonus referral program.
• Student loan refinancing assistance.
• Employee 1:1 coaching, perks, and discounts program.

Our 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.

About Us

We empower modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. Our headquarters is located in Belmont, California, with offices around the world.