Technical Solutions Specialist for Modern Contact Centers

The Role of Professional Services Contact Center Engineer at RingCentral is to deliver the implementation of RingCX and RingCentral Contact Center (RCCC) functionality within new contact center designs, builds, and training. As a key member of our team, you will provide quality service to customers by ensuring that the full benefits of the proposed solutions are being delivered to them.

The Professional Services Contact Center Engineer is responsible for all technical aspects of project implementation and project management, executed to RingCentral standards and within agreed timelines. You will manage the implementation of contact center projects, ensuring that all tasks are completed on-time and within budget.

Key Responsibilities:

• Manage the implementation of contact center projects, ensuring that 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.
• Assist the Project Manager on status reporting and escalation of issues.
• Responsible for the implementation of RingCX and RCCC contact center projects, ensuring that 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.

To be successful in this role, you must possess:

• 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; impeccable communication skills and ability to understand clients' needs are imperative.
• 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 with ability to understand the 'big picture'; able to think quickly while solving complex problems.
• Strong background in contact center platforms and tools (e.g., Nice InContact, Dialpad, Five9, etc.).
• Strong and effective 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 ability to identify, analyze, interpret, and solve both practical and 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.

We offer a comprehensive package of benefits to support your health, wellness, and financial security. This includes:

• Comprehensive medical, dental, vision, disability, and 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 team leads 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 showcase what powering human connection truly means.

At RingCentral, we recognize the importance of our work culture in driving our success. We've been recognized as a Best Place to Work by Glassdoor, Top Work Culture by Comparably, and hold local BPTW awards in every major location. Our commitment to hiring and retaining great people like you is at the heart of our company's growth.

About Us

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. We empower modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.