Professional Services Consultant Manager (UC/CC)**Job Type**: Full TimeLocation: Remote anywhere in the U.S.Department: ImplementationSay 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 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.We're a $2 billion company that's growing at 30+% annually and we're expanding our Global Service and Support Team to make sure we stay ahead of the competition.Job Description: The Professional Services Consultant Manager at RingCentral will play a key role in planning, development, and delivery of all RingCentral solutions using _our white gloved approach to UC and CC. This role will drive implementation of all RingCentral UC and CC platforms for new Contact Center ACD designs and enhancing existing customer _- configurations._- The consultant manager will play a key role in helping our customers scope projects and to drive success for our enterprise scale customers. _To succeed in this role you must have experience in:TECHNICAL- 10+ years of experience with a minimum 5 years in a Customer Engagement Consulting role- Providing technical configuration for IVR specific to UC and CC platforms- Consulting, Design or development of IVR integrations- Enterprise account exposure - high end contact centers- Providing technical architecture leadership, analysis, design, development, and enhancement- Expertise in industry leading contact center technologies- Experience with implementing multi-channel solutions- Strong interpersonal writing, editing and presentation skills- Demonstrated aptitude for analytical and creative thinking- Ensure deals/solutions are aligned with portfolio objectives and best practices- Significant experience deploying multichannel Contact Center platforms in a professional services capacity- Demonstrated technical leadership designing and supporting Unified Communications and Contact Center projects- Requirement's discovery and analysis, formulation of solution context, identification of solution alternatives and their assessment, technology selection, and design configuration- Technical knowledge of networking and routing is requiredBUSINESS- Experience across multiple industry verticals- Presenting a professional image in conduct, attitude and attire- Assisting with the development of client information management standards and evaluation of technology trends- Ability to establish and maintain strong customer relationships and to influence others to move toward a common vision or goal- Experience in planning and facilitation of workshops- Experience in sales to meet with potential customers and help close opportunities- Experience meeting with and collect data on customers business through interviews, workplace shadowing and research- Experience consulting with customers to perform an initial assessment, understand and document business objectives, discus goals and strategize on how the contact center solution can be deployed to address customer needs- Act as a contributing member of the project team from project inception to completion- Collaborate with project managers and other staff members to develop timelines for solutions- Interface and work with key internal groups to improve client experienceBONUS EXPERIENCE:- CC/UC operational experience- CC/UC software solution experience- Previous experience with contact center workforce management, quality management or analytics systems- In-depth knowledge of Telephony fundamentals including Carrier features, SIP, WebRTC- At least 2 years of InContact/CXOne experience- Strong Skills in Applications development, mainly within Web communication and customer engagement technology- Basic understanding of front-end technologies, such as JavaScript, HTML5, and CSS3Desired Qualifications:- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to both CC and UC.- Enterprise telephony industry experience with solutions like inContact, Nice, Verint, Genesys, Cisco, Avaya, Microsoft, Mitel, Broadsoft, Five9s, 8x8, Talkdesk, Aspect, etc. is highly desirable- Demonstrated success with implementations of scale (hundreds of sites, thousands of users), complexity, and high-profile enterprise customers- Ability to coach professionals at all levels of development, from early career hires to the experienced professional wanting to enhance already robust skills- Strong understanding and experience with Customer Experience (CX) and Customer Journey Mapping valuable- BS/BA in technical (e.g., Computer Science/Information Systems, Enginee
