Customer Service Engineer

Succeed in a career that's all about people. We're RingCentral, and we're happy to have you considering this role.

First, let's talk about us: we're a global company with a strong presence in the market, offering innovative solutions that meet or exceed our customers' expectations. Our proprietary AI solution, RingSense, is designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where your skills come in. As a Customer Service Engineer at RingCentral, you'll drive the implementation of our customer-centric solutions, ensuring that the full benefits are delivered to our clients. Your primary responsibility will be to manage the technical aspects of project implementation and project management, executed to our standards and within agreed timelines.

Key Responsibilities:

• Oversee the implementation of customer service projects, guaranteeing timely completion and staying within budget.

• Handle multiple projects across various clients simultaneously, requiring minimal oversight.

• Analyze solution specifications against customer requirements and recommend designs that optimize value for both parties.

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

• Execute tasks and produce deliverables as outlined in the Project Plan and directed by the Project Manager.

• Collaborate with the Project Manager on status reporting and issue escalation.

• Responsible for implementing customer service solutions, ensuring timely completion and staying within budget.

• Provide consultation to customers, ensuring they receive the full benefits of proposed solutions.

Requirements:

• Be an independent self-starter with excellent time management skills, capable of handling multiple implementation activities simultaneously.

• Able to operate with minimal guidance; exercise sound judgment and decision-making in challenging situations.

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

• Strong troubleshooting and problem-solving skills.

• Experience supporting global customers across various geographies.

• Develop and maintain positive relationships with clients; possess impeccable communication skills and empathy.

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

• Strategic thinker able to understand the big picture; quick problem-solving skills.

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

• Excellent customer communication skills.

• High levels of empathy and soft skills.

• Minimum 2 years of experience in Professional Services Implementation - Contact Center industry experience required.

• Strong analytical skills to identify, analyze, interpret, and solve complex problems.

• Excellent verbal and written communication skills.

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

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

• Certified Contact Center skills desired.

Benefits:

• 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 that provide legal advice, document creation and estate planning.

• Employee bonus referral program.

• Student loan refinancing assistance.

• Employee 1:1 coaching, perks and discounts program.

About Us:

We lead the post-sale experience for our customers—ensuring their every need is met, and they can 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.

We're committed to hiring and retaining great people because we know you power our success.

About Our Culture:

We are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably, and hold local BPTW awards in every major location. Bottom line: We are committed to creating a work environment that values diversity and promotes inclusion.

About Our Products:

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone (MVP) global platform. More flexible and cost-effective than legacy systems, our solutions empower modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.