UC Engineer

RingCentral•Denver, CO

About The Position

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. The Professional Services UC Engineer is a role in the Professional Services Department. As a Professional Services Engineer, you will work in a collaborative team environment to ensure the implementation of projects is successful. You will wear a variety of hats to ensure the life cycle of project plans are completed in successful timelines. This may include working directly with our customers to ensure adoption of the RingCentral system, or working internally to complete the implementation of a project plan. Since our system is Cloud-based you must be quick to learn and tech-savvy. The PS UC Engineer may be working as several different resources assisting our Project Management team. This could be directly planning and designing a setup of an account with the customer, building out those design plans, or traveling to an onsite location to train and deploy our phone systems. There is a lot of detailed functionality that will be required to learn in order to accomplish these tasks. The culture of the Professional Services Department is highly motivated and hard working.

Requirements

Strong technical understanding of the RingCentral solution portfolio
Experience in handling Unified Communications platform
Strong and effective customer communication skills.
Experience working with Salesforce.com
Must possess strong analytical skills with the ability to identify, analyze, interpret and solve both practical as well as highly complex problems.
Must possess excellent computer skills including extensive spreadsheet knowledge, and word processing. Windows based software and Excel required.
1+ years in customer focused role - post sales technical support
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
Self-motivated with the ability to dive right in, be effective and make a difference.
Occasional on-call after-hours work may be required as needed

Nice To Haves

Experience with porting telephone numbers (preferred)
Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred.
Desired background of the contact center platform and tools (e.g InContact, Five9)

Responsibilities

Perform Build work for ProServ contracts partnering with Unified Client and Contact Center Project Managers.
Teach customers how to initially setup their RingCentral account and all the items included within.
Determine the causes of client pain-points and eliminate them where they hide.
Review, teach and explain complicated call routing and how to set it up in an environment where there are five possible ways to achieve the same goal.
Guide clients through a new world of web-based user interfaces, mobile apps, and computer-based software configurations.
Excellent communication and collaboration skills internally and client facing.
Time Management: ensuring your calendar's appointments are scheduled, able to track issues and questions that come up, and keeping detailed notes of what has happened throughout the entire process.
Scheduling skills are required as a typical day could include 5 to 6 meetings, while juggling phone calls, answering emails and updating notes in between each meeting can occur.
Ability to handle escalated issues and know when to escalate issues that require immediate attention.
Review, teach and explain what data we need collected and how it needs to be received.

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