Advanced Solutions Architect (Contact Center) - Chicago/Remote

Advanced Solutions Architect (Contact Center)

 

Some people go to work. 

At RingCentral, you’ll change the way the world works.

 

RingCentral is 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 Sales Team to make sure we stay ahead of the competition. 

 

We’re currently looking for an Advanced Solutions Architect (Contact Center)

You who will be focused on designing and integrating RingCentral solutions within client operations. This role requires expert level software architecture skills, client interactions to understand all requirements, and translation of those requirements into an optimal client outcome. Candidates must have proven skills designing, consulting, documenting and implementing cloud solutions for Contact Center and Unified Communications to address complex business issues. The Advanced Solutions Architect 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 with and be responsible for:

 

• Provide domain expertise in the following areas: software development,

customer engagement applications, cloud technology infrastructure, business process management

• Represent RingCentral as the design authority for the delivery of architecture artifacts, supporting customer migration from Legacy Unified Communications / Contact Center technology to RingCentral products
• Define necessary solutions and plans to ensure projects and solutions fulfill the company's business strategies
• Analyze business requirements and client issues to develop appropriate technical solutions and their framework
• Inspect customer data and voice networks and application environments. Assist with modeling, analysis, and planning.
• Document migration plans to support the transition to Cloud Architecture from legacy applications
• Prototype novel solutions to prove feasibility and develop implementation documentation for proposed solutions.  
• Provide consulting services to customers; conduct workshops, whiteboard discussions and deliver technical solutions positioning RingCentral
• Resolve discrepancies between proposed solution and enterprise quality and security standards
• Manage multiple technology vendors providing integration analysis and test plans
• Ensure deals/solutions are aligned with portfolio objectives and best practices
• 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
• Sales: Engage with RingCentral’s established sales enablement business processes to streamline qualification, pricing and transition to project execution while minimizing disruptions to the business and improving quality of deals
• Product Management: Provide market feedback and suggest product improvements
• Marketing: Develop/update marketing materials and improve industry message/positioning
• Assist with and provide technical leadership during customer escalations and be comfortable working with clients to solve technical challenges
• Keep skills updated and remain proactively aware of industry events / trends
• Travel as necessary to support Sales and Services (up to 35%)
• Ability to multi-task and work in a fast-paced quick changing environment

 

 

Desired Qualifications:

 

• 10+ years of experience with a minimum 5 years in a Customer Engagement Solution Architecture role
• 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
• Design solutions using enterprise architecture modeling tools and methods – TOGAF, Archimate
• Design with Ability to integrate multiple data sources and databases into one system for advanced analytics and data management solutions
• Technical knowledge of networking and routing is required
• In-depth knowledge of Telephony fundamentals including Carrier features, SIP, WebRTC
• In-depth knowledge of Data networking fundamentals
• 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 and application design and architecture, with emphasis on RESTful API architecture
• Demonstrated knowledge and expertise with at least one object-oriented programming language
• Knowledge with multiple database technologies involved to deliver a differentiated customer experience in the Contact Center environment
• Excellent communication, change management, and presentation skills
• Skilled in developing and socializing technical architectures among customer organizations within Business, IT and operations
• Knowledge of Customer engagement technologies via Voice, Video communications and data network requirements for optimal performance

 

 

 

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 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.