Your Role
As a Solutions Architect, you will step into a pivotal role where your problem-solving prowess and genuine passion for helping others will play a crucial part in ensuring our customers are set up for access on their Day 1 with Dialpad. From the initial call to the final interaction, you'll have the opportunity to dazzle and support our clients every step of the way, making a lasting impact with each connection. You will act as a subject matter expert, providing consulting and guidance on technical solutions, and ultimately delivering a world-class experience to our customers.
Dialpad’s Professional Services team plays an essential role in educating and onboarding customers on Dialpad products. This team aligns closely with Sales, Customer Success, and Support to constantly improve our product deployment and change management process. This team is instrumental in the success and retention of our customers.
Candidates must be able to work US hours.
What You’ll Do
- You will design and configure contact center call flows, ensuring seamless integrations with business systems and accurate reporting data.
- You will collaborate with clients to understand their operational needs and tailor Dialpad solutions to optimize call handling, automation, and analytics.
- You will provision and configure desk phones, providing best practices and recommendations for an efficient setup.
- You will lead deployment efforts, overseeing call flow design, integrations, and system configurations to align with business objectives.
- You will troubleshoot issues and help identify and report bugs during deployments, ensuring a smooth transition and minimizing disruptions for end users.
- You will analyze and refine workflows, proactively identifying areas for improvement to enhance efficiency and performance.
- You will perform risk analysis and change management, ensuring project success and on-time delivery.
- You will conduct video conferencing sessions to provide expert insights, guide clients through implementation, and ensure the adoption of best practices.
Skills You'll Bring
- Excellent grasp of various modern cloud communications platforms such as Google G-Suite and Office 365.
- Experience with Business VoIP Telephony Services (On-Premise or SaaS).
- Understanding and experience with:
- VoIP CODECs and technologies (G.711, G.729, G.722, OPUS, H.264, VP8, VP9, WebRTC, H.323, SIP, Network Analyzers).
- Network Infrastructure (Firewalls, Routers, Switches & Wireless); WAN Technologies (MPLS, VPLS & SD-WAN).
- Data Center Technologies (Public & Private Clouds).
- Software components involved in enterprise service delivery (web servers, application servers, databases, web services, mainframes, network-attached storage, and other related technologies).
- Proven track record in implementing CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions.
- Engineering Services: Expertise in specialized technical and functional areas, including software engineering, programming languages, system integrations, and database management (nice-to-have).
