Professional Services Contact Center Engineer

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. To succeed in this role, you must have experience in 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 com ... (truncated, view full listing at source)