Customer Experience Solutions Engineer

RingCentral

95d • $105,000 - $173,500

About The Position

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.

Requirements

• Experience of working in either a direct or a channel environment with pre-sales experience.
• Typically, 4+ years’ experience in Contact Centre technologies, products and solutions.
• 4+ years of experience serving in a SaaS (Software as a Service) environment.
• Knowledge and demonstrated operating experience in 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.
• Strong initiative to be successful in a complex environment.
• Willingness to take ownership of opportunity related actions.
• Ability to coordinate across various groups and functional teams.
• Ability to complete job responsibilities with minimal supervision.
• Understanding of customer communications requirements for enterprise business markets.
• 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 and negotiating skills.
• Experience with telecommunications network design, architecture, and support.
• Strong understanding of VoIP and data networking protocols.

Nice To Haves

• Experience with telecommunications network design, architecture, and support.
• Some experience in Network Management, Operations, Security, Planning, Traffic Engineering and Implementation.

Responsibilities

• Work with end customers and partners to understand and translate their business requirements into solutions that can deliver business benefits.
• Partner enablement and training.
• Carry out remote and onsite product demonstrations.
• Solution validation via Proof of Concepts (POC) for sales opportunities.
• Monitor and support SE collaborative teams.
• Manage customer feature requests and documents for product team.
• Lab testing and continued education on the platform and underlying technologies.
• Support channel related trade shows and events.
• Coordinate and lead discovery sessions to understand the Customer’s business requirements and objectives.
• Engage in business led conversations with customers and partners.
• Develop and cultivate relationships with partners, customers, sales and support teams.
• Create repeatable Sales Support collateral and content.
• Provide industry, technical, and product insight to partners and customers.
• Perform innovative and business led presentations for partners and customers.
• Develop and maintain expert understanding of all RingCentral applications and products.
• Represent RingCentral at conferences, industry, partner and sales events.
• Act as a subject matter expert for certain products and technologies.
• Provide direct support for the technical fulfillment of RFI’s, RFQ’s and RFP’s.
• Manage all customer feature requests including documentation of customer requirements.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees