Managed Services Engineer

RingCentral is seeking a Managed Services Engineer to join their team. The role involves handling and submitting service requests or incidents for Managed Services Clients, working directly with customers to obtain information needed for service request creation and/or providing support.

Requirements

• Working knowledge of ACD/IVR, CTI, VoIP, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, Java and HTML scripting, Networking, API and Call Center practices
• Strong background in the contact center platform and tools (e.g. InContact, Five9, Studio)
• Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Comms, and Contact Centre practices.
• Expertise in Contact Center portfolio
• Contact Center Certified is preferred but not required.
• Expertise in RingCentral solution portfolio (Unified Communications)
• Knowledge of best practices for implementing RingCentral Office
• Ability to use native API tools.
• Process creation and enhancements.
• Handled or implemented complex setup.
• Managing high level escalations
• Providing analysis, support, and enhancement of RingCentral Office
• Proficiency in non-RC Product knowledge, such as MS Office (Excel, Outlook, PowerPoint, etc.), Smartsheets, Lucidchart/Visio, Google, Tableau, Scheduling & Organization skills etc.
• 2-3 years of experience with Unified Communication and Contact Center products and platforms

Benefits

• Comprehensive HMO package (medical and dental)
• Personal Time Off Leaves
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs