Professional Services Contact Center Engineer
RingCentral
Say hello to opportunities 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+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.
RingSense AI is RingCentral’s proprietary AI solution. It’s designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.
This is where you and your skills come in.
We are looking for: Contact Center Engineer
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 InContact Studio and Central 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.
Manage the implementation of Contact Centre 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 rollout.
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 with status reporting and escalation of issues.
Responsible for the implementation of NICE inContact Contact Centre 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 rollout.
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:
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 Java 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. InContact, Five9, Studio)
Strong and effective customer communication skills.
Ability to maintain a high level of confidentiality and professionalism.
High levels of empathy; excellent soft skills and customer service best practices.
Consistent follow-through and ability to hit deadlines.
Self-motivated, driving projects and cases to completion.
Desired Qualifications
Minimum of 2 years of experience in a Professional Services Implementation position - Contact Centre 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 (English minimum)
Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Comms, and Contact Centre practices
Working knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Velocify, etc.) is desired.
BA/BS in a technical discipline or equivalent experience is required.
Certified Contact Center skills are desired.
Amenable to Work in a Hybrid environment
Willing to report in Cuabo or Ortigas
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