Professional Services Team Lead - Contact Center

Say hello to possibilities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion 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.

This is where you and your skills come in. We're currently looking for: a Professional Services Lead - Contact Center. The Professional Services Lead at RingCentral will play a key role in developing team members, creating and improving processes, and delivering an excellent customer experience. This is a junior leadership role that will be responsible for bridging the gap between management and team members.

To succeed in this role, you must have experience in:

• Mentoring and coaching team members on technical capabilities as well as internal and external communication
• Act as the first point of contact for customer escalations
• Create professional and polished documentation
• Assist in developing creative solutions
• Provide assistance during the pre-sales process and provide accurate LOE assessments
• Manage Extended Enterprise Support requests
• Assist with project assignment responsibilities
• Be hands-on with new customer implementations
• Contribute to building a team culture that aligns with RingCentral's core values

Desired Qualifications:

TECHNICAL

• Technical training program will be offered based on the individual's interests
• Acknowledged Subject Matter Expert in 3 or more disciplines across Contact Center
• Contact Center software solution experience
• Experience providing technical architecture leadership, analysis, design, development, and enhancement
• Strong trouble shooting and problem-solving skills

BUSINESS

• Track record of high customer satisfaction
• Proven track record of directing team members, suppliers, and 3rd party technical resources
• Consultative approach to customer interactions
• Presenting a professional image in conduct, attitude, and attire
• Experience with the development of client information management standards and evaluation of technology trends

Bonus Qualifications/Experience:

• Previous experience as a team lead
• Contact center operational experience
• Contact Center software solution experience
• Familiarity in industry leading contact center technologies
• NICE CXone experience
• BS/BA in technical (e.g., Computer Science/Information Systems) field or equivalent military / work experience
• Cloud experience
• Industry certifications (Six Sigma, Change Management, etc.)

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 Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

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. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $107,100 to $153,000 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.

This role has an application deadline of (60 days from the date of posting). Please apply prior to the deadline to be considered for the role.