Professional Services Contact Center Engineer - Remote

Overview

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.

In Short

• 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.
• Provide consultation to customers ensuring that the full benefits of the proposed solutions are being delivered to them.

Requirements

• 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.

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.