Professional Services Contact Center Engineer
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Role Description
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.
- 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.
Qualifications
- 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.
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.
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.
