UCaaS Analyst

Say hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral). It’s not everyday that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you is considering this role. First, a little about our client, RingCentral is a $2 billion global leader in cloud-based communications and collaboration software. RingCentral is fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. RingCentral provides cloud computing based business phone systems designed for today's mobile and distributed business world. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral simplifies business communication for modern, flexible business environments. This is where you and your skills come in. We’re currently looking for a UCaaS Analyst RingCentral is looking for an UCaaS Analyst to provide exceptional, high quality, professional support to internal RingCentral employees on our Unified Communication Service. This role requires a strong understanding of UCaaS technologies, including VoIP, video conferencing, instant messaging, and mobility solutions. The primary responsibility is to provide implementation, maintenance, and support of RingCentrals internal and external tools that manage communications. This included voice calls, instant message, IVR call flows, voicemail, video conferencing, agent queues, and availability. Duties will be a mix of direct employee support and project activities. This is a Hybrid role. Responsibilities: Manage Contact Center solutions for RingCentral's internal business unit Build and Deploy interactive voice response (IVR) call flows based on business requirements Diagnose and resolve technical issues related to UCaaS platforms,including voice, video, and messaging services. Provide timely and accurate responses to customer inquiries and support requests. Troubleshoot network connectivity, device compatibility, and application performance issues. Manage and configure UCaaS platforms, including user provisioning, group creation, and policy settings. Monitor system performance and identify potential bottlenecks or issues. Assist in the implementation and migration of UCaaS solutions. Analyze usage data to identify trends, optimize performance, and identify cost-saving opportunities for contact centers. Prepare reports and presentations to communicate findings to stakeholders. Build and maintain positive relationships with employees we support.. Provide exceptional customer service and support. Serve as an Incident Management resource during Contact Center service interruptions Keep up-to-date with the latest UCaaS technologies and best practices. Participate in training and certifications to enhance technical skills. Implement IT solutions and processes working with IT Engineers, IT Specialists and relevant vendors and/or internal RingCentral departments to enhance and optimize the support provided to RingCentral personnel. Assists in IT projects and working towards milestones. Provide improvement, and maintenance of IT Support services, processes and procedures. Follow standard ITSM/ITIL processes and procedures Provide support for day to day troubleshooting of UCaaS related issue requests coming through the Helpdesk ticketing system. Ensure there is priority and focus on support for the VIP and Executives in the company. Actively participate and be available for IT related escalations as required. Assist in the management of vendors and suppliers. Maintain confidentiality and privacy in all dealings with owners and executives. Ensuring timely follow up and status updates until issue is resolved Pro ... (truncated, view full listing at source)