Professional Services Contact Center Architect

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 $1.5 billion company that's growing at 30+% annually and we're expanding our Global Service and Support Team to make sure we stay ahead of the competition.

Job Description: The Professional Services Architect/Consultant at RingCentral will play a key role in planning, development and delivery of contact center solutions using our white gloved partner Nice CXone. This role will drive implementation of Nice CXone Studio and Central functionality for new Contact Center ACD designs and enhancing existing customer configurations. The architect/consultant will be focused on architecting and integrating RingCentral solutions within client operations. This opportunity involves expert level software architecture skills, client interactions to understand all requirements, and translation of those requirements into an optimal client outcomes.

The architect/consultant will play a key role in helping our customers scope projects and to drive success for our enterprise scale customers. Candidates must have proven skills designing, consulting, documenting and implementing cloud solutions for Contact Center and Unified Communications to address complex business issues. The Professional Services Architect/Consultant will have a strong technical background, excellent IT leadership and problem-solving skills, process design experience and possess the ability to develop consensus around a unified architectural vision. Successful candidates will present a portfolio of previous work during the interview process.

To succeed in this role you must have experience in:

TECHNICAL

• 10+ years of experience with a minimum 5 years in an Architecture or Customer Engagement Consulting role
• Consulting, Design or development of IVR integrations
• Enterprise account exposure - high end contact centers
• Providing process, data and object modeling in a variety of application and database environments.
• Detailed understanding of one or more CRM applications
• Providing technical architecture leadership, analysis, design, development, and enhancement
• Expertise in industry leading contact center technologies
• Experience with implementing multi-channel solutions
• Demonstrated aptitude for analytical and creative thinking
• Ensure deals/solutions are aligned with portfolio objectives and best practices
• Significant experience deploying multichannel Contact Center platforms in a professional services capacity
• Demonstrated technical leadership designing and supporting Unified Communications and Contact Center projects
• Requirement's discovery and analysis, formulation of solution context, identification of solution alternatives and their assessment, technology selection, and design configuration
• Knowledge of all phases of software development including design, coding, testing, debugging, implementation, and support of large-scale, business centric and process based applications
• Technical knowledge of networking and routing is required
• Software development skills with experience using API RESTful/SOAP web services for application integrations
• Has demonstrated delivery of technical architecture leadership, analysis, design, development and enhancement

BONUS EXPERIENCE:

• Contact center operational experience
• Contact Center software solution experience

• Previous experience with contact center workforce management, quality management or analytics systems
• In-depth knowledge of Telephony fundamentals including Carrier features, SIP, WebRTC

• At least 2 years of InContact/CXOne experience, providing technical configuration for IVR specific to CXone Studio programming

• Strong Skills in Applications development, mainly within Web communication and customer engagement technology
• Basic understanding of front-end technologies, such as JavaScript, HTML5, and CSS3
• Excellent knowledge of software, application design and architecture, with emphasis on RESTful API architecture
• Understanding of contact center metrics and their analysis to identify improvement opportunity
• Has published articles, conference presentations or white papers
• Demonstrated leading process, methodology, and/or tools improvement initiatives
• Demonstrated delivery of enterprise projects with complex integrations
• Demonstrated ability to architect complex solutions
• Demonstrated ability to develop creative solutions
• Ability to assist with pre-sales in a customer facing roll
• Ability to assist with customer escalations, diagnose root cause and propose alternative approaches
• Demonstrated ability to identify and create service offerings

DESIRED QUALIFICATIONS:

• BS/BA in technical (e.g., Computer Science/Information Systems, Engineering) field or equivalent work experience required.
• Equal years of professional experience beyond education requirements as noted above
• Strong trouble shooting and problem-solving skills
• Implementation & Solutions: broad skills in both technology & analysis
• Excellent communication (Written and Verbal) interpersonal skills
• Cloud experience a plus
• Experience in supporting worldwide customers/Business Partners
• Expert Services: deep skills in specialized technical & functional areas
• Working knowledge of at least one development or scripting language including but not limited to the following: Java, Javascript, Python, PHP, Ruby, Perl, Groovy, Lua, Bash, Powershell or VBA
• Relational database experience
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

BUSINESS

• Experience across multiple industry verticals
• Presenting a professional image in conduct, attitude and attire
• Educate and mentor the broader PS community
• Assisting with the development of client information management standards and evaluation of technology trends
• Ability to establish and maintain strong customer relationships and to influence others to move toward a common vision or goal
• Track record of high customer satisfaction with technical aspect of projects or unique deep subject matter expertise in one or more disciplines
• Proven track record of directing PS Advisors, PS Engineers, suppliers, and 3rd party technical resources
• Experience in planning and facilitation of workshops
• Experience in sales to meet with potential customers and help close opportunities
• Experience meeting with and collect data on customers business through interviews, workplace shadowing and research
• Experience consulting with customers to perform an initial assessment, understand and document business objectives, discus goals and strategize on how the contact center solution can be deployed to address customer needs
• Act as a contributing member of the project team from project inception to completion
• Collaborate with project managers and other staff members to develop timelines for solutions
• Interface and work with key internal groups to improve client experience
• MS office knowledge (Word, PowerPoint, Excel, Project, Visio) or similar Google skills
• Strong interpersonal writing, editing and presentation skills

What we offer:

RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
• 401K match and ESPP
• Flexible PTO
• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
• Paid parental leave and new parent gift boxes
• Pet insurance
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Rocket Lawyer services that provide legal advice, document creation and estate planning
• Employee bonus referral program

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. 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.

If you are hired in Colorado, the compensation range for this position is between $85,750 and $122,500 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.