Global Telephony Engineer
Tala
VoIP
Customer Experience Solutions Engineer
RingCentral
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Colorado
Visit company websiteSalary
💰 $105,000 - $173,500 per year
Job Level
Mid-LevelSenior
Tech Stack
SMTPVoIP
About the role
- Act as a technical pre-sales specialist working alongside High Touch Account Executives, Wholesale Channel Partners and end customers
- Maintain in-depth knowledge of RingCentral ContactCentre & AI Portfolio, RingCX, OEM partners, RingSense AI, and RingCentral UC portfolio
- Work with end customers and partners to understand and translate business requirements into solutions that deliver business benefits
- Provide partner enablement and training, conduct remote and onsite product demonstrations, and validate solutions via Proof of Concepts (POC)
- Monitor and support SE collaborative teams; manage customer feature requests and documentation for the product team
- Perform lab testing, continued education on the platform and technologies, and support channel-related trade shows and events
- Coordinate and lead discovery sessions to understand customer business requirements and objectives
- Create repeatable sales support collateral: Sales Playbooks, Verticalized Demonstrations, TCO Tools, Promotions and Campaigns
- Provide industry, technical, and product insight to partners and customers to deliver maximum value
- Deliver technical demonstrations, product overviews and sales presentations outlining expected CX and UX
- Develop and maintain expert understanding of all RingCentral applications and products
- Represent RingCentral at conferences, industry, partner and sales events when requested
- Act as subject matter expert for products/technologies and provide consultative support to other Solutions Consultants
- Provide direct support for technical fulfillment of RFI’s, RFQ’s and RFP’s in assigned territory
- Manage customer feature requests including documentation, prioritization and driving development with the product team
- Continued education on the platform and underlying technologies; moderate travel may be required
Requirements
- Experience of working in either a direct or a channel environment with pre-sales experience is a must
- Typically, 4+ years’ experience in Contact Centre technologies, products and solutions (e.g., Nice Incontact, Genesys, 8x8, Five9, Cisco, Verint, Cognigy, Google)
- 4+ years of experience serving in a SaaS (Software as a Service) environment, or equivalent
- 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
- Demonstrated 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
- Action-oriented with strong initiative; ability to take ownership and coordinate across various groups 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 of solutions, technologies and product offerings
- Fluent in English (both written and verbal)
- Excellent written and verbal communication, presentation, demonstration, analytical, problem-solving, interpersonal and negotiating skills
- Experience with telecommunications network design, architecture, and support (VoIP, Mobile, or IMS Network Architectures)
- Experience with VoIP network elements – Soft Switch, MGW, MGC, SBC, CPE, etc.
- Strong understanding of VoIP and data networking protocols: SIP, MGCP, RTP, IMS, HTTP/S, XML, SMTP, SNMP, SSH
- Some experience in Network Management, Operations, Security, Planning, Traffic Engineering and Implementation desired
