Professional Services Contact Center Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the deployment of RingCX and RingCentral Contact Center (RCCC) functionalities within new Contact Center designs, configurations, and training sessions.

• Oversee the comprehensive technical implementation of RingCX and RCCC initiatives.

• Set up call flows, IVR/ACD routing, dialers, and PBX/CTI integrations.

• Integrate RingCentral solutions with customer systems via REST APIs and webhooks.

• Align data with CRM and helpdesk platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite.

• Assist in the rollout of RingCentral AI functionalities, including AIRPro.

• Evaluate solution specifications against customer needs and suggest optimized designs or modifications.

• Handle multiple simultaneous implementations with minimal supervision.

• Ensure project timelines are adhered to throughout requirements gathering, configuration, training, testing, and rollout phases.

• Produce customer-facing documentation, including meeting presentations, business requirements documents, and sign-off agreements.

• Implement tasks and deliverables specified in Project Plans as directed by the Project Manager.

• Aid the Project Manager with status updates and issue escalation.

• Offer technical advice to customers.

• Provide support to customers across various geographies and coordinate efforts across different time zones.

• Ensure reliable, thoroughly tested deployments and live support while fostering strong relationships with enterprise clients.

⛳️ Requirements

• BA/BS in a technical field or equivalent experience.

• At least 2 years of experience in a Professional Services Implementation role.

• Experience in the Contact Center industry is mandatory.

• Proficient in JavaScript and HTML.

• Basic understanding of logic-based coding and networking principles.

• Familiarity with RESTful APIs, WFM, PBX, Dialer, ACD, CTI, VoIP, and IVR/VRU systems.

• Basic awareness of AI-enabled contact center capabilities, including conversational IVR, AI-assisted QA, and RingSense AI.

• Openness to enhance AI knowledge as RingCentral's AI features evolve.

• Strong analytical thinking and problem-solving abilities.

• Exceptional verbal and written communication skills.

• Capable of working with minimal guidance in a fast-paced, dynamic environment.

• Comfortable providing support to customers across various regions and time zones.

• Some occasional travel may be necessary, including on-site customer visits.

• Strong background in contact center platforms and tools such as NICE, Dialpad, and Five9.

• Working knowledge of CRM and Lead Management platforms like Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, Siebel, and Velocify.

• Active certifications in Contact Center technologies are preferred.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance coverage.

• Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and commuter benefits.

• Optional supplemental health coverage and life insurance.

• 401K matching and Employee Stock Purchase Plan (ESPP).

• Paid time off and sick leave.

• Paid parental and pregnancy leave.

• Family-forming benefits (IVF, Preservation, Adoption, etc.).

• Emergency backup care for children, adults, and pets.

• Employee Assistance Program (EAP) providing 24/7 counseling sessions.

• Free legal services for legal advice, document creation, and estate planning.

• Employee referral bonus program.

• Assistance with student loan refinancing.

• One-on-one coaching, perks, and discounts program for employees.

• Eligibility for variable pay and equity compensation.