Contact Center Junior Engineer

Contact Center Junior Engineer

May 24, 2023 2023-05-24 7:50

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. 

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral 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. 

What we offer:

RingCentral offers perks and benefits for all aspects of your work/life:

  • Hybrid Work Setup Arrangement until further notice
  • HMO coverage on Day 1 for the employee
  • HMO coverage after Day 90 for 3 free dependents
  • Personal Time Off
  • Performance-based incentives (e.g. MBO, commission, etc.)
  • Employee Assistance Program (EAP) under Workplace Options with free counseling sessions available 24/7
  • Mental Health support and unlimited free sessions with a Psychologist through Mind You
  • Meditation guidance through Headspace
  • Resources for parents and employees with special needs children through Whil
  • Fun wellness and employee engagement programs

Say 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 $2 billion 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 expanding our Professional Services Team to make sure we stay ahead of the competition.

We are hiring for: Contact Center Junior Engineer

The Contact Center Junior 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.


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.


  • 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)

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