Professional Services Contact Center Engineer

Say hello to opportunities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It's 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 you and your skills come in. The Professional Services Contact Center Engineer at RingCentral will drive the implementation of RingCX and RingCentral Contact Center (RCCC) functionality within new Contact Center designs, builds, and training. 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.

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.

Assists 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.

Requirements :

Must be an independent self-starter possessing excellent time management skills and be able 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.

Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and the ability to understand clients' needs are imperative.

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.

Must be a strategic thinker; able 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 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.

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 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

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.

RingCentral's work culture is the backbone of our success. And don't just take our word for it : 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 hiring and retaining great people because we know you power our success.

About RingCentral

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 on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $79,100 and $146,9000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

We hire for this role frequently. There is no application deadline for this role.

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