RingCentral

Say hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It’s not everyday that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you is considering this role. First, a little about our client, RingCentral is a $2 billion global leader in cloud-based communications and collaboration software. RingCentral is 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 expanding our Professional Services Team to make sure we stay ahead of the competition.

The Associate Professional Services Contact Center Engineer at RingCentral will play a key role in the planning and development and functions of our contact center. This role will drive the implementation of InContact Studio and Central functionality within new Contact Center designs, builds, and training. Provides quality service to customers by ensuring that the full benefits of the proposed solutions are being delivered to them. The Professional Services Contact Center Engineer is responsible for all technical aspects of project implementation and project management done with RingCentral standards and agreed timelines.

Assist the Implementation Manager in managing the implementation of Contact Centre projects, ensuring that all tasks are completed on-time and within budget. As a Professional Services Associate Contact Center Implementation Engineer, has to perform variety of tasks during their training. Only after successful completion of training, they are provided the designation. A Professional Services Associate Contact Center Implementation Engineer is supposed to perform following tasks.

Responsibilities:

Solutions Deployment (85%)

• Works in close concert with Implementation Managers in successfully delivering projects.
• Assist in delivering technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team.
• Follows project implementation standards.
• Execution of project plan tasks associated with engagements.
• Regular communication of project status partnering with their respective Implementation Managers.
• Maintains on average of 80% utilization for billable projects
• Assists in identifying engagement-related problem areas and solves the issues in a proactive manner
• Assists the support group/Implementation Managers in performing service call/maintenance activities a required.
• Maintains friendly and professional attitude in stressful situations

Administration (5%):

• Maintains accurate and timely submission of timesheets and project-related documents
• Maintains regular internal communications with project team and manager.
• Assist and provides feedback and updates to internal process through internal documentation
• Follows standard department processes.
• Performs tasks or duties that may be assigned by the superior from time to time.

Training (10%)

• Continues to stay abreast of technology through internal training and industry standard training.

Requirements:

• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Must be a strategic thinker; able to understand the ‘Big-Picture”; able to think quickly and adeptly while solving complex problems.
• Willing to work a schedule that supports customers in global time zones.
• Strong and effective customer communication skills.
• Ability to maintain a high level of confidentiality and professionalism.
• High levels empathy; excellent soft skills and customer service best practices.
• Consistent follow through and ability to hit deadlines.
• Self-motivated, driving projects and cases to completion.
• Must possess strong analytical skills with the ability to identify, analyze, interpret and solve both practical as well as highly complex problems.
• Excellent verbal and written communication skills (English minimum)
• BA/BS in a technical discipline or equivalent experience is required.
• Certified Contact Center skills are desired but not a requirement.
• Background knowledge or at least a minimum of having on Java and HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices.

Additional Requirements:

• BA/BS in a technical discipline or equivalent experience is required.
• Amenable to Work in a Hybrid environment
• Willing to report in Cuabo or Ortigas
• Open to FRESH GRADS with Technical or Computer related courses (PREFERRED)

What we offer:

• Comprehensive HMO package (medical and dental)
• Paid time off and paid sick leave
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

RingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As it’s 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: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO 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.

By completing your application for this role, you:

• Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities
• Have read and agreed to our Data Privacy Policy

RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc.