Professional Services Contact Center Engineer

Say hello to possibilities.

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 information about us, we’re the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

The Professional Services Contact Center Engineer at RingCentral will play a key role in the planning and development and functions of our contact center. This role will drive the implementation of RingCX and RCCC functionality within new Contact Center designs, builds, and training. Provides 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 done with RingCentral standards and 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 Ring Central.
• Develop and manage a project plan by setting proper timelines for project tasks including requirements gathering, configuration, product training, solution testing, and production roll out.
• 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, at whatever level of effort or participation has been defined for them.
• 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, within budget and with quality.
• Responsible for delivering the project tasks including requirements gathering, configuration, product training, solution testing, and production roll out.
• Performs tasks or duties that may be assigned by the superior from time to time.
• Provide consultation to customers ensuring that the full benefits of the proposed solutions are being delivered to them.
• Providing database design, development, and enhancement, as well as management and coordination of changes to existing CRM applications.
• Providing technical architecture leadership, analysis, design, development, and enhancement.
• Expertise in industry leading contact center technologies.
• Demonstrate technical competence in one or more disciplines within Unified Communications, Contact Center, Network Readiness, or Cloud software.
• Providing technical configuration for IVR specific to RingCentral Contact Center Solution.
• Consulting, Design and development of IVR integrations.
• Enterprise account exposure – high end call centers.
• Providing process, data and object modeling in a variety of application and database environments.

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 and HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices.
• Must be a strategic thinker; able to understand the ‘Big-Picture”; able to think quickly and adeptly while solving complex problems.
• Willing to work a schedule that supports customers in global time zones.
• Strong background in the contact center platform and tools (e.g. Nice InContact, Dialpad, Five9, etc.)
• Strong and effective customer communication skills.
• Ability to maintain a high level of confidentiality and professionalism.
• High levels of empathy; excellent soft skills and customer service best practices.
• Consistent follow-through and ability to hit deadlines.
• Self-motivated, driving projects and cases to completion.
• Minimum of 2 years of experience in a Professional Services Implementation position - Contact Centre 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 (English minimum)
• Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Comms, and Contact Centre practices
• 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 required.
• Certified Contact Center skills are desired.

What we offer:

• Comprehensive HMO package (medical and dental)
• Personal Time Off Leaves
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

RingCentral’s Professional Services team uses expert knowledge of our platform to help new and existing clients create custom solutions that make the most of our technology.

RingCentral is the #1 global cloud-based communications provider because we’re not just selling solutions; we’re enabling human connections. That’s why we’re the largest and fastest-growing pure-play provider in our space, with a market capitalization of over $4 billion, 20%+ annual growth and a $2 billion annual revenue run-rate.

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. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral/Acquire BPO

_RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

_Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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.

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RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc.