Customer Experience Solution Engineer

April 10

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RingCentral

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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.

Cloud-based business phone systems • virtual PBX • unified communication • smartphone apps • Internet fax

5001 - 10000 employees

Founded 1999

📡 Telecommunications

☁️ SaaS

📋 Description

• The RingCentral CX Sales Engineer is a technical pre-sales specialist, responsible for working alongside High Touch Account Executives, Wholesale Channel Partners and end customers • A Customer Experience SE is expected to have in-depth knowledge on the entire RingCentral ContactCentre & AI Portfolio • Responsibilities include working with end customers and partners to understand and translate their business requirements into solutions that can deliver business benefits • This also includes partner enablement and training, carrying remote and onsite product demonstrations, and solution validation via Proof of Concepts for sales opportunities • Additional responsibilities include monitoring and supporting SE collaborative teams, managing customer feature requests, lab testing, continued education on the platform and support channel related trade shows and events • Coordinate and lead discovery sessions to understand the Customer’s business requirements and objectives

🎯 Requirements

• Experience of working in either a direct or a channel environment with pre-sales experience is a must • Typically, 2-4 years’ experience in Contact Centre technologies, products and solutions with vendors such as Nice Incontact, Genesys, 8x8, Five9’s, Cisco, Verint, Cognigy, Google • 2-4 years of experience serving in a SaaS (Software as a Service) environment, or equivalent, relevant experience • 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 as required • Requires an action-oriented individual with a very strong initiative to be successful, especially working in a complex environment • Willingness to take ownership of opportunity related actions • Must be able to coordinate across various groups and functional teams • Ability to complete job responsibilities with minimal supervision • Ability to apply solutions, technology and products to a business opportunity • Understanding of customer communications requirements for enterprise business markets • Competitive knowledge including solution, technology and product offerings • 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 skills and negotiating skills • Demonstrates the ability to excel at understanding and communicating complex technical solutions and issues • Experience with telecommunications network design, architecture, and support • VoIP, Mobile, or IMS Network Architectures (including experience with all VoIP network elements – Soft Switch, MGW, MGC, SBC, CPE, etc) • Strong understanding of VoIP and data networking protocols including: SIP, MGCP, RTP, IMS, HTTP/S, XML, SMTP, SNMP, SSH, etc • Some experience in Network Management, Operations, Security, Planning, Traffic Engineering and Implementation desired

🏖️ Benefits

• Comprehensive medical, dental, and life insurance • Pension • ESPP/KEEB • Paid time off and paid sick leave • Paid maternity, paternity & parental leave • Wellness programs including 1:1 coaching and meditation guidance with TaskHuman and HeadSpace • 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