RingCentral
****This is where you and your skills come in.**** We're seeking an exceptional problem solver who thrives on turning our customers' most complex technical challenges into opportunities for innovation and trust-building. Within Contact Center Tier 3, you'll serve as the ultimate technical resource for our contact center customers, combining deep CCaaS expertise with outstanding customer advocacy to resolve issues that demand creativity, technical mastery, and strategic thinking.* Handle escalated cases requiring deep technical knowledge, advanced troubleshooting, or specialized expertise* Resolve issues that involve multiple systems, departments, or require root cause analysis* Address executive customer concerns and high-stakes business-critical situations* Document complex issue resolutions* Develop troubleshooting guides and decision trees for lower tiers* Conduct training sessions and mentoring for lower tier agents* Identify knowledge gaps and recommend content creation priorities* Serve as liaison between contact center partner and technical/product teams* Participate in incident response and crisis management* Provide customer insights to inform product roadmap and feature development* Ability to coordinate cross-functional resources for issue resolution* Ownership of escalation prioritization and resource allocation* 3-5+ years of hands-on experience with Contact Center as a Service (CCaaS) platform—direct experience with NiCE CXone is highly preferred* Proficiency in Studio contact center scripting/development environments, with ability to troubleshoot complex call flows and integrations* Deep understanding of VoIP technology within CCaaS contexts, including SIP protocols, codec configurations, network requirements, and audio quality troubleshooting* Strong technical troubleshooting methodology, including systematic log analysis, diagnostic tool usage, and structured problem-solving approaches* Experience documenting complex technical cases with clarity and completeness, creating resources that others can learn from* Exceptional communication skills that enable you to explain technical concepts clearly to diverse audiences—from frustrated end-users to technical architects to executive stakeholders* Proven ability to de-escalate tense situations and rebuild customer confidence through empathy, transparency, and demonstrated competence* Talent for developing rapport and trust quickly, even in challenging circumstances where customers may be frustrated or skeptical* Customer-centric mindset that prioritizes understanding the business impact behind technical issues and balancing urgency with thoroughness* Creative and analytical thinking that combines technical knowledge with innovative approaches to find solutions when standard procedures fall short* Pattern recognition skills that identify underlying systemic issues from individual case symptoms* Comfort with ambiguity and ability to navigate complex, multi-faceted problems without clear playbooks* Ownership mentality that drives you to see issues through to complete resolution, not just temporary workarounds* Knowledge sharing orientation with genuine enthusiasm for developing others and elevating team capabilities* Cross-functional collaboration experience, working effectively with Product, Engineering, Operations, and other technical teams* Process improvement mindset that continuously seeks opportunities to work smarter and serve customers better* Professional maturity to handle high-stakes situations, executive interactions, and competing priorities with sound judgment* Comprehensive medical, dental, vision, disability, life insurance* Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits* Voluntary supplemental health coverage and life insurance* 401K match and ESPP* Paid time off and paid sick leave* Paid parental and pregnancy leave* Family-forming benefits (IVF, Preservation, Adoption etc.)* Emergency backup care (Child/Adult/Pets)* Employee Assistance Program (EAP) with counseling sessions available 24/7* Free legal services that provide legal advice, document creation and estate planning* Employee bonus referral program* Student loan refinancing assistance* Employee 1:1 coaching, perks and discounts program****RingCentral’s Global Service and Support team**** leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily.
As our 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. This role has an application deadline of March 8, 2026. Please apply prior to the deadline to be considered for the role.**RingCentral, Inc**. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world. #J-18808-Ljbffr
As our 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. This role has an application deadline of March 8, 2026. Please apply prior to the deadline to be considered for the role.**RingCentral, Inc**. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world. #J-18808-Ljbffr