Contact Center Sales Engineer
RingCentral
*This is a remote role but preferred location is Sydney.*
Say hello to opportunities.
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 about us, we’re 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. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.
RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.
This is where you and your skills come in. We’re currently looking for: The RingCentral CX Sales Engineer is a technical pre-sales specialist, responsible for working alongside our High Touch Account Executives (AE), our Wholesale Channel Partners and end customers
A Customer Experience SE is expected to have in-depth knowledge on our entire RingCentral ContactCentre & AI Portfolio; RingCentral Contact Centre and RingCX Portfolio including our OEM partners, RingSense AI, as well as having a very strong understanding of the RingCentral UC portfolio
Responsibilities
The primary objectives include working with end customers and partners to understand and translate their business requirements into solutions that can deliver business benefits. This also includes partner enablement and training, carrying our remote and onsite product demonstrations, and solution validation via Proof of Concepts (POC) for sales opportunities.
Additional responsibilities include but are not limited to: monitoring and supporting SE collaborative teams, managing customer feature requests and documents for product team, lab testing, continued education on the platform and underlying technologies, and support channel related trade shows and events.
Coordinate and lead discovery sessions to understand the Customer’s business requirements and objectives.
To succeed in this role you must have experience in:
Engaging in business led conversations, with customers and partners, to articulate the benefits that the RingCentral CX Portfolio of services will provide e.g Revenue Generation Opportunities visa Cross Sell / Upsell, Operational Efficiency, Cost Savings via Automation
Develop and cultivate relationships with partners, customers, sales and support teams, having the ability to flex your style within different audiences
Become that trusted advisor into the Sales and Pre Sales community, providing world class operational and technical support when needed
Help create repeatable Sales Support collateral and content, from Sales Playbooks, Verticalized Demonstrations, TCO Tools, Promotions and Campaigns
Provide industry, technical, and product insight to partners and customers in order to deliver maximum value of the RingCentral proposition
Perform innovative and business led presentations for partners and customers, and prospects through technical demonstrations, product overviews and sales presentations. These should outline the expected CX and UX at all times
Develop and maintain expert understanding of all RingCentral applications and products
Represent RingCentral at conferences, industry, partner and sales events when requested by department manager
Actively participate as a subject matter expert for certain products and technologies, providing consultative support to other Solutions Consultants in their area of specialization.
Provide direct support for the technical fulfillment of RFI’s, RFQ’s and RFP’s in their assigned territory.
Manage all customer feature requests including documentation of customer requirements, prioritization of all customer requests within each account, and driving development of key features with the product team.
Responsible for continued education on the platform and underlying technologies
Moderate travel may be required
Desired Qualifications:
Experience of working in either a direct or a channel environment with pre-sales experience is a must
Typically, 4+ years’ experience in Contact Centre technologies, products and solutions with vendors such as Nice Incontact, Genesys, 8x8, Five9’s, Cisco, Verint, Cognigy, Google
4 + years of experience serving in a SaaS (Software as a Service) environment, or equivalent, relevant experience
Knowledge and demonstrated operating experience in the following areas of specialization: Contact Centre, Workforce Optimisation, Voice, Video, Mobile Communications
Ability to provide technical leadership to the Sales & Partner Account teams.
Demonstrate ability to uncover, drive and transition opportunities
Ability to work effectively on a remote basis.
Ability to teach other members of the team and act as a mentor as required.
Requires an action-oriented individual with a very strong initiative to be successful, especially working in a complex environment.
Willingness to take ownership of opportunity related actions.
Must be able to coordinate across various groups and functional teams.
Ability to complete job responsibilities with minimal supervision.
Ability to apply solutions, technology and products to a business opportunity.
Understanding of customer communications requirements for enterprise business markets.
Competitive knowledge including solution, technology and product offerings.
Fluent in English (both written and verbal).
Excellent written and verbal communication skills.
Excellent presentation and demonstration skills.
Excellent analytical and problem-solving skills.
Excellent interpersonal skills and negotiating skills.
Demonstrates the ability to excel at understanding and communicating complex technical solutions and issues.
Experience with telecommunications network design, architecture, and support.
VoIP, Mobile, or IMS Network Architectures (including experience with all VoIP network elements – Soft Switch, MGW, MGC, SBC, CPE, etc)
Strong understanding of VoIP and data networking protocols including: SIP, MGCP, RTP, IMS, HTTP/S, XML, SMTP, SNMP, SSH, etc.
Some experience in Network Management, Operations, Security, Planning, Traffic Engineering and Implementation desired.
What we offer:
Healthcare, group life insurance, and group salary
Pension and pension match
Paid time off and paid sick leave
Paid holidays
Maternity, Paternity, and Paternal leave
Wellness programs including 1:1 coaching and meditation guidance
Employee Assistance Program (EAP) with counseling sessions available 24/7
RingCentral’s Solutions Engineering team uses expert knowledge of our platform to help new and existing clients create custom solutions that make the most of our technology.
RingCentral is the leading global cloud-based communications provider because we’re not just selling solutions; we’re powering human connections. That’s why we’re the largest and fastest-growing pure-play provider in our space.
RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.
RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
#LI-JW