RingCentral Engineer

Role: Contact Center Engineer (RingCentral)

Location: Remote - UK

Salary: £200 - £250 PD

?Profile

We are working with a company that are globally recognised in what they do and are helping millions of people around the world live a better life.

They are looking to add a RingCentral Engineer to their team on a 12-month contract to help with Contact Center platform configuration, development, customization, integration, and technical documentation to ensure overall system performance, accessibility, and usability.

As a RingCentral Engineer, you will bring background in support of cloud contact center environments and technologies within the UCaaS and CCaaS space such as IVR, ACD, WFM, OmniChannel, Quality Management, interaction recording, CRM integrations, interaction routing, porting, number management, and security adherence.

This position will identify key customer requirements and present contact center solutions, primarily with RingCentral with NICE CXone, that meet those requirements, and deliver on strategic contact center initiatives through planning, design proposals, developing POC's, business partnership, vendor engagement and team partnership.

Key Responsibilities

• Work collaboratively with business partners, vendors, and internal technical teams to design and transform the contact center cloud platform functionality and solutions to enhance the customer and end user experience as designated by the GCC team.
• Identify and prioritize the technical deliverables of platform components; participate and recommend the direction of the platform and ensure completeness of requirements and functional architecture analysis for the design and implementation of solutions.
• Collaborate and develop towards a single and unified interface Agent Desktop solution, focusing on functionality (agent and administrator) to manage phone, email, and chat.
• Lead/coordinate technical support efforts related to contact center application, perform root cause analysis, resolve escalated cases, and inform future preventative measures.
• Monitor, measure, and analyze product metrics, such as availability, utilization, capacity, service outages and feature adoption to ensure continued, uninterrupted operation.

Essential Experience/skills

• Experience designing, implementing, and supporting cloud contact centers.
• Knowledge of applications integration and ability to collaborate with peers and other technical teams to achieve product/solution integration deliverables (CTI, analytics, CRM, other integrations).
• Experience in defining technical requirements, providing data and system analysis, facilitate cross functional solutions and creating complex call flows to integrate with omnichannel offerings.

They are looking for the right candidate to start asap, so if you are available immediately and have the right skill set, please apply ASAP.

INDIT

Planet Recruitment is acting as an Employment Business in relation to this vacancy.