Tier 3 Contact Center & Communications Engineer
RingCentral
Say hello to possibilities.
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 the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. We’re a $2 billion company that’s growing at 20+% annually and we’re expanding our Global Service and Support Team to make sure we stay ahead of the competition.
We're currently looking for an experienced engineer who can bridge advanced technical troubleshooting with contact center expertise for high-level customers. This role combines deep VoIP/SIP knowledge with contact center platform proficiency, requiring someone who can evaluate, troubleshoot, and quickly resolve complex technical concerns across our entire suite of products including RingEX, Contact Center solutions, messaging, video meetings, AI, and UCaaS products.
A critical part of this role is managing customer expectations and escalations for high-profile clients, leading operations incidents, and working as a team player by effectively collaborating with different departments across our organization. You'll provide support through various channels including phone, email, and chat while working within a 24x7x365 support environment.
This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.
Principal Duties and Essential Responsibilities:
Implement, troubleshoot, and support Contact Center and unified communications solutions across RingEX, Contact Center, messaging, video, AI, and UCaaS products
Handle technical escalations from support teams, CSMs, and Executives, resolving complex issues including Call Quality, API, VoIP/SIP, and network problems
Investigate and reproduce product defects with detailed documentation to Service Engineering; maintain expert-level knowledge of current and emerging bugs
Apply network architecture expertise and utilize performance monitoring tools to isolate and root cause issues
Provide direct support to high-level customers, managing escalations with exceptional communication and detailed case documentation
Lead operations incidents as point person, coordinating between NOC and support tiers, confirming resolution, and communicating status updates
Manage customer expectations to deliver high satisfaction, following up to ensure complete issue resolution
Work cross-functionally to expedite resolution and strengthen client relationships at all organizational levels
Proactively conduct trend analysis to offer preventative solutions and eliminate recurring problems
Create and maintain processes, procedures, and knowledge-base articles for diagnosing technical issues
Stay current on service outages and maintenance/software changes impacting customers
Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
Participate in after-hours on-call shift rotation as needed
Required Qualifications:
5+ years of experience in customer-focused roles such as pre-sales engineer or post-sales technical support
At least 1-2 years of solid Contact Center platform experience with one or more of the following solutions: Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center, or CosmoCom
Experience configuring, updating, and supporting VoIP solutions in a multi-location environment
Experience supporting telecommunications, networking, or Software-as-a-Service products
Expert-level knowledge in VoIP technology including SIP, RTP, QoS, CoS, and codecs
Expert-level knowledge in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), and DNS
Proficiency in programming languages (Java, JavaScript, Python, etc.)
Strong technical troubleshooting skills with perseverance and patience
Expertise in recommending network hardware, software, and design elements
Experience with API troubleshooting and integration support
Strong verbal and written communication skills with exceptional customer communication abilities
Exceptional collaboration skills across internal departments
Competency in Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
Background in technical writing and documentation
Ability to manage multiple priorities in a fast-paced environment
Growth mindset and flexibility to adapt to evolving product suites
Experience with Salesforce CRM
Experience with JIRA for case and project management
Experience with Kibana/ELK for log analysis
Experience with Palladion/Empirix/Hammer testing tools
Networking, IT, or telecommunications certification (Cisco CCNA or equivalent is desirable)
What we offer:
Well-coordinated professional team.
Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
Additional Health and Life Insurance Package.
Employee Assistance Program.
25 vacation days.
200 BGN Digital Food Vouchers via EdenRed and their application
120 BGN Gross as part of the salary for Working Expenses Allowance
RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. 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.
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.
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