Manager, PS CC Engineering

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Manager Professional Services CC Engineering
Job Type: Full Time
Department: Contact Center Delivery
The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you have the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark!
We're not a phone company; we're a cloud business-solutions provider. We've thrown out the old PBX along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way.
RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.
RingCentral is looking for a Manager of Professional Services CC Engineering who will lead a team of contact center delivery engineers. This is an opportunity to help lead and evolve a critical function within the Professional Services organization for a recognized leader in global cloud communications .
Responsibilities:

  • Managing a team of delivery engineers delivering Contact Center as a Service (CCaaS) projects in North America
  • Delivering on and helping to create a standardized documented methodology and ensuring consistency of reporting for roll-up of PMO wide updates for executive consumption
  • Develop the delivery engineering team by increasing their skills, competencies, adherence to Best Practices, and compliance with Professional Services standards
  • Partner with Sales, Customers Success, Support, and Product Management to delight customers and ensure the highest levels of Customer Satisfaction
  • Work cross-functionally to communicate technology vision, evolution, project scope, timeline, and dependencies for technology-based developments.
  • Own initiatives to develop the team, deliver organizational improvements, and evolve business strategy
  • Ensure key initiatives aligned with the business strategy are meeting required timelines and executive commitments
  • Supervise the creation of repeatable code libraries, to streamline deployment


Qualifications:

  • Minimum 2+ years leading customer facing organizations such as, Professional Services, Customer Support, or Customer Success
  • 3+ years in Professional Services customer facing experience
  • Bachelor's Degree or equivalent work experience. Industry related certifications including; PMP, Agile, Six Sigma, ITIL, etc. desirable.
  • 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
  • Detail and results oriented; skilled at both planning and hands-on execution
  • Self-motivated individual capable of working in a fast-paced, dynamic environment
  • Desire experience leading the development of new professional service offerings and associated artifacts such as standard SOWs, delivery methodologies, delivery best practices, etc.
  • Must be customer and relationship-focused with strong interpersonal and communication skills


Now, a little more about us...
RingCentral, Inc. (NYSE: RNG) provides cloud computing based business phone systems designed for today's mobile and distributed business world. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral simplifies business communication for modern, flexible business environments. RingCentral is headquartered in Belmont, California.
RingCentral is an EEOC employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C++Languages
    • CSSLanguages
    • JavaLanguages
    • JavascriptLanguages
    • Objective-CLanguages
    • PerlLanguages
    • PythonLanguages
    • Salesforce ApexLanguages
    • SqlLanguages
    • SwiftLanguages
    • MongoDBLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • DockerFrameworks
    • HadoopFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • ReactFrameworks
    • AWS RedshiftDatabases
    • ElasticsearchDatabases
    • MySQLDatabases
    • NoSQLDatabases
    • OracleDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • SQLiteDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • GitLabServices
    • Google CloudServices
    • New RelicServices
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • TableauAnalytics
    • CanvaDesign
    • FigmaDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • TrelloManagement
    • WrikeManagement
    • HootsuiteCMS
    • MedalliaCMS
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • Constant ContactEmail
    • MailChimpEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • RingCentral MVPCollaboration
    • AsanaProject Management
    • WorkdayProject Management

Location

We are located in the Denver Tech Center.

An Insider's view of RingCentral

What are some social events your company does?

Outside of holiday festivities, the biggest program is RingCentral Spirit Week in October. Events are planned for everyday of the week and include interactive webinars, global relay runs, philanthropic giving as well as plain ol' fashion fun. We always has a lot of pride, but this week in particular the orange and blue really shine through!

Allyson

Employee Programs, Manager

What projects are you most excited about?

The diversity initiatives I'm most excited about is a values-based interview for prospective folks. Enabling diverse candidates means having diverse interview panels that reflect the company. These will help candidates and hiring managers ensure that there's a values alignment, which is much more prudent than a "culture fit."

Jedd

Diversity Associate

What’s the vibe like in the office?

Working on my team is really fun! It’s very supportive, we help each other out as much as possible. I was able to work on something, have it built, and use it every day - that’s what I like about it here.

Berto

UX/UI Designer

What are RingCentral Perks + Benefits

RingCentral Benefits Overview

Say hello to possibilities.

RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. We know our employees power our success and truly value putting our employees' health, wellness and opportunity, first. We value and foster career development, providing leadership training, education, workshops, and coaching for all employees. In addition, we offer flexible PTO and wide range of wellness programs to keep our employees well balanced and refreshed.

Along with our employee stock purchase plans (ESPP) and stock options, RingCentral offers competing health, vision, dental, disability, life and pet benefits to keep you (and your fur friends) at your best! Our employees also receive access to Rethink - a global benefit providing tools and resources specializing in care for children with learning, social or behavioral challenges. We champion all of our working parents and families with paid parental leave and new parent gift bags.

- 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

Culture
Volunteer in local community
Through our CSR program, RCause, we take pride in our commitment to inclusivity, sustainability, and giving back to our communities. We offer employee matching and Volunteer Time Off.
Partners with nonprofits
At RingCentral, we partner with nonprofits that drive impact towards environmental sustainability, social impact and responsible governance.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
We're changing the way the world, works. We offer a flexible work schedule in a hybrid and work from anywhere environment.
Remote work program
RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
In purposeful collaboration with our hiring team, our DEI leaders focus on creating a diverse, unique and inclusive environment that reflect across our employee base and management team.
Mandated unconscious bias training
Our dedicated Learning & Development initiatives include Unconscious Bias AND Diversity & Inclusion training which are core to our mission in fostering, educating, and building our inclusive workforce
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
From Black Lives Matter, Women leaders, Pride, Hispanic heritage, Pan-Asian Network & more, these employee-led ERG’s are a unique part of our culture that we take pride in supporting and growing.
Hiring practices that promote diversity
Our active hiring practices don’t discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital or veteran status.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
RingCentral employees can contribute up to $5000 annually for Dependent Care FSA and up to $2750 for Health Care FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Our pet insurance policy can cover up to 50% of out of pocket expenses.
Wellness programs
Our wellness programs include fitness and yoga classes, meditation and nutrition sessions and more, to keep all our employees feeling their best!
Team workouts
Take a break during the day to do your mind and body some good! RingCentral wellness programs offer virtual fitness classes like yoga, zumba & bootcamp. We also host an annual, global relay!
Mental health benefits
Our employees have access to 1:1 wellness coaching, Headspace, TaskHuman along with Listening & Healing sessions with other employees to foster a culture of understanding, belonging and inclusion.
Financial & Retirement
401(K)
401(K) matching
RingCentral makes a matching contribution of 50% of your first 6% deferred.
Company equity
RingCentral offers stock options as a benefit that vest on a quarterly basis.
Employee stock purchase plan
All FTE receive access to purchase company shares at a discounted price.
Performance bonus
Charitable contribution matching
We offer employee matching for charitable donations and through our Dollars for Doers program, RCause will donate $10/hr on behalf of any employee volunteering at the nonprofit of their choice.
Child Care & Parental Leave Benefits
Childcare benefits
We've added Carrot - Inclusive fertility benefit that supports many paths to parenthood.
Generous parental leave
Return-to-work program post parental leave
Company sponsored family events
RingCentral sponsors family oriented events and activities.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
RingCentral offers employees professional development opportunities.
Lunch and learns
Promote from within
Mentorship program
Our "SaaSy" women leadership ERG offers mentor and mentee programs for our employees to learn from each other, share lessons, experiences and foster new and inspiring work relationships at RingCentral
Online course subscriptions available

Additional Perks + Benefits

We care about taking care of our employees and offering them top tier perks and benefits to fit all of their needs -
offering a wide variety of perks that fit our pillars of wellness: physical, intellectual, emotional, social and financial

What makes our perks special is that they are constantly evolving and adapting to our growing teams - highlighting and celebrating what makes us unique.

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