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 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:
- Well-coordinated professional team.
- Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
- Additional Health and Life Insurance Package.
- Employee Assistance Program.
- 25 vacation days.
- 200 BGN Food Vouchers.
- 120 BGN Gross as part of the salary for Working Expenses Allowance.
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.
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