Professional Services CC Engineering Lead

PS Engineer UC Lead
Job Type: Full Time
Location:
Department: Professional Services
Job Description:
As a PS Engineer UC, 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 Engineer UC may be working as several different resources assisting our Project Management team. This could be directly consulting, 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. As a product specialist, being completely up to date on the ins and outs of new releases in required. The culture of the Professional Services Department is highly motivated and hard working.
Responsibilities:

• Standard PS Engineer duties
• Functions as a technical SME for the rest of the team
• Provides trainings, both onboarding new hires and knowledgebase upskilling for the team
• Mentors new hires and low-performing team members during a PIP
• Monitors, evaluates, and suggests changes to process and procedure from an individual-contributor perspective
• Capable of resolving low-to-medium escalations from their team
• Deliver low-level coachings
• ~50% billable utilization & other duties as assigned
• Create processes and tools catered to individual clients
• Be a reference for best practices in customer service, deployment of RingCentral solutions, troubleshooting, training documentation
• Providing and updating technical architecture leadership, analysis, design, development, and enhancement
• Expertise in integrations and most recent RC system updates
• Liaison to product team
• Offer, create, and assemble process or product improvements
• Work to configure solutions for customers with highly technical needs
• Comfortable with tools that increase efficiency, ex: MacroExpress, TextEditor, creating custom configuration files
• Create processes and tools catered to individual clients

Qualifications:

• Excels at PS Engineer III role and requirements
• Strong technical understanding of the RingCentral solution portfolio & process
• Must possess strong analytical skills with the ability to identify, analyze, interpret and solve both practical as well as highly complex problems.
• 5+ 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.
• Ability to see bigger picture of individual issues brought up
• Has a creative approach to tackling obstacles and problems; thinking outside the box to help customers to meet design requirements.
• Meeting the timelines set by the customer and project manager for deliverables, while also handling last minute requests and escalations that require immediate attention.
• Demonstrated success with strong customer interface skills especially negotiations, ability to manage multiple concurrent projects, and overcoming project obstacles
• Demonstrated understanding of efficient process and product improvements/ steps to success
• Demonstrated ability to lead and influence peers
• Well versed and experienced in all RingCentral segments and product lines
• Offers recommendations and a consultative approach to clients
• Demonstrated self motivation to expand personal skill set and taking additional responsibilities outside of current role within the organization
• Track record of clean Go-Lives, with minimal changes
• Track record of in-depth P&Ds with minimal changes after sign off
• Track record of high customer satisfaction
• Offered, created, and assembled process or product improvements
• Track record of providing solutions for customers with highly technical needs

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 $104,000-$114,000 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.