Professional Services Contact Center Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $88.2k - $115k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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RingCentral

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

RingCentral is a leading global provider of cloud-based communications and collaboration solutions for businesses. It offers a comprehensive suite of services including voice, video, messaging, and collaboration tools that integrate seamlessly across devices to enhance communication and productivity. Over 400,000 organizations worldwide, from small businesses to Fortune 1000 companies, rely on RingCentral to connect teams, manage customer interactions, and conduct virtual events. With its robust and secure platform, RingCentral empowers businesses to stay connected and efficient, supported by AI-driven capabilities and a strong emphasis on innovation and reliability.

📋 Description

• Drive implementation of RingCX and RingCentral Contact Center (RCCC) functionality within new Contact Center designs, builds, and training • Manage end-to-end technical implementation of RingCX and RCCC projects • Configure call flows, IVR/ACD routing, dialers, and PBX/CTI integrations • Connect RingCentral solutions to customer systems using REST APIs and webhooks • Sync data with CRM and helpdesk platforms including Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite • Support deployment of RingCentral AI capabilities, including AIRPro • Assess solution specifications against customer requirements and recommend optimized designs or changes • Manage multiple concurrent implementations with minimal oversight • Keep project timelines on track across requirements gathering, configuration, training, testing, and rollout • Complete customer-facing documentation, including meeting presentations, business requirements documents, and sign-off agreements • Execute tasks and deliverables outlined in Project Plans and directed by the Project Manager • Support the Project Manager with status reporting and issue escalation • Provide technical consultation to customers • Support customers across multiple geographies and coordinate across time zones • Deliver reliable, well-tested deployments and go-live support while building strong enterprise client relationships

🎯 Requirements

• BA/BS in a technical discipline or equivalent experience • Minimum of 2 years of experience in a Professional Services Implementation role • Contact Center industry experience required • Working knowledge of JavaScript and HTML • Familiarity with logic based coding and networking • Knowledge of RESTful APIs, WFM, PBX, Dialer, ACD, CTI, VoIP, and IVR/VRU systems • Basic familiarity with AI-enabled contact center capabilities, such as conversational IVR, AI-assisted QA, and RingSense AI • Willingness to build AI fluency as RingCentral's AI feature set expands • Strong analytical and problem-solving skills • Excellent verbal and written communication skills • Ability to operate with minimal guidance in a fast-paced, dynamic environment • Comfortable supporting customers across multiple geographies and time zones • Some occasional travel may be required, including customer on-site visits • Strong background in contact center platforms and tools such as NICE, Dialpad, and Five9 • Working knowledge of CRM and Lead Management platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, Siebel, and Velocify • Active Contact Center certifications desired

🏖️ Benefits

• Comprehensive medical, dental, vision, disability, life insurance • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits • Voluntary supplemental health coverage and life insurance • 401K match and ESPP • Paid time off and paid sick leave • Paid parental and pregnancy leave • Family-forming benefits (IVF, Preservation, Adoption etc.) • Emergency backup care (Child/Adult/Pets) • Employee Assistance Program (EAP) with counseling sessions available 24/7 • Free legal services that provide legal advice, document creation and estate planning • Employee bonus referral program • Student loan refinancing assistance • Employee 1:1 coaching, perks and discounts program • Eligibility for variable pay and equity