Senior Customer Enablement Practitioner – Network Architect

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

📋 Description

• Act as a specialized resource when Technical Success Managers recognize intricate customer requirements.

• Oversee technical customer interactions from initial discovery to final delivery, encompassing complex configurations, voice network architecture, feature adoption, and platform optimization.

• Facilitate technical discovery sessions, collect call flow, extension, and integration requirements, establish implementation timelines, and guide voice network migrations and cutovers with contingency plans.

• Execute voice network capacity planning, performance evaluations, and security enhancement assessments.

• Design and structure enterprise voice network solutions, including SIP trunking, QoS, PBX/UCaaS connectivity, VLANs, firewall/SBC regulations, and failover/disaster recovery strategies.

• Diagnose root-cause issues related to voice quality and routing, such as jitter, latency, packet loss, and codec mismatches.

• Collaborate with carriers, SIP trunk providers, and third-party vendors on number porting, circuit provisioning, and escalations.

• Create documentation for voice network topologies, dial plans, and configurations for customer handoff; offer go-live support and post-implementation stabilization.

• Record product gaps, configuration constraints, and customer-requested features identified during engagements.

• Provide structured feedback from subject matter experts to the product team after each engagement.

• Engage in product beta programs and early access initiatives.

• Maintain in-depth knowledge of RingCentral products and contribute to internal knowledge resources.

• Keep abreast of competitive capabilities from NICE CXone, Genesys, Five9, and Zoom.

⛳️ Requirements

• A minimum of 8 years of practical technical experience in voice network engineering, post-sales, professional services, or solutions engineering.

• Direct accountability for the design and implementation of voice networks.

• Practical experience in voice network engineering on either the vendor side or within enterprise/client environments.

• Personal responsibility for the voice network architecture in enterprise settings.

• Capability to articulate call flows, SIP trunk configurations, failure modes, QoS, automation scripting, and design trade-offs.

• Proficiency in SIP, RTP, QoS, and codecs.

• Ability to critically analyze vendor documentation and troubleshoot call-quality and routing issues.

• Experience in designing failover and redundancy mechanisms.

• Proven scripting/automation skills with Python, Ansible, or equivalent voice/network automation tools.

• Experience in designing or evaluating SBC, SD-WAN, or similar voice-aware network deployments.

• Experience in responding to and recovering from voice outages or call-quality issues in production environments.

• End-to-end experience in PBX-to-cloud or SIP trunking migrations, including dial plan design, carrier configuration, and go-live support.

• Relevant platform certifications are highly desirable, including Cisco CCNP Collaboration/CCIE Collaboration, Avaya, Microsoft Teams Voice, RingCentral certifications, CompTIA A+, CompTIA Network+, CompTIA Security+, or equivalent.

• Documented professional background outlining deployment scopes, previous employers, systems engaged, lessons learned from mistakes, and results achieved.

• Professional, friendly, and personable communication skills.

• Full accountability, ownership, follow-through, and timely execution.

• Clear, direct, and specific technical communication.

• Ability to maintain credibility and composure in high-pressure situations.

• Capacity to clearly define engagement scopes and produce high-quality deliverables with minimal revisions.

• Expertise in technical subjects and readiness.

🏝️ Benefits

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

• Health Savings Account (HSA).

• Flexible Spending Accounts (FSAs).

• Commuter benefits.

• 401K matching.

• Employee Stock Purchase Plan (ESPP).

• Paid time off.

• Paid sick leave.

• Paid parental and pregnancy leave.

• New parent gift boxes.

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

• Emergency backup care (Child/Adult/Pets).

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

• Complimentary legal services offering legal advice, document creation, and estate planning.

• Employee bonus referral program.

• Assistance with student loan refinancing.

• Employee perks and discounts program.

• Reasonable accommodations during the application and interview process.