Senior Professional Services Engineer
Core
Architectural planning and advanced functionality implementation for enterprise contact center solutions, bridging sales to launch for high-end call centers.
Role type
Senior Professional Services Engineer (UCaaS/CCaaS)
Builds
Customized technical architectures for RingCX and RingCentral Contact Center (RCCC) environments
Domain
Telecommunications, Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
UCaaS/CCaaS implementation, Contact Center platform architecture (RingCX, NICE CXone, Five9, Genesys), SIP/WebRTC networking, RESTful APIs, IVR/ACD logic, Predictive dialer configuration, CRM integration (Salesforce, HubSpot, ServiceNow, Zendesk), QoS verification, Database design, UAT management, Technical documentation
Preferred skills
C#, C++, JavaScript, HTML, CSS, iPaaS orchestration (Workato, Zapier, Make), Active contact center platform certifications, Experience with CRM/ITSM/Lead Management systems
Technologies
RingCX, RingCentral Contact Center (RCCC), NICE CXone, InContact Studio, Five9, Genesys, Salesforce, HubSpot, ServiceNow, Zendesk, Workato, Zapier, Make, SIP, WebRTC, REST APIs, QoS Analytics portal
Responsibilities
Manage end-to-end technical builds including Studio logic, IVR/ACD routing, and gateway configuration; Design database schemas and CRM data models for complex deployments; Build system-to-system connectivity using APIs and iPaaS tools; Execute UAT and end-to-end testing for custom architectures; Partner with PMs and Solution Architects on design reviews; Resolve complex technical issues during rollout and hypercare; Assess solution architectures and recommend design changes; Identify account growth opportunities; Produce technical documentation (LLDs, BRDs, call flow maps); Manage multiple concurrent enterprise deployments
Seniority
Senior, hands-on IC with technical leadership