Why This Job is Featured on The SaaS Jobs
This Solutions Architect role sits at the intersection of SaaS product capability and real-world customer environments, a common pressure point in cloud communications and contact center software. The work spans call flow design, integrations, and analytics, reflecting how CCaaS and UCaaS platforms win or lose adoption based on implementation quality rather than feature lists. With customer deployments as the setting, the role is anchored in translating operational requirements into configurable, supportable solutions.
For a SaaS career, this is the kind of position that builds durable implementation judgment across multiple tenants, industries, and technical stacks. It develops an operator’s view of how onboarding, change management, and troubleshooting affect time to value and retention, while strengthening skills in integration patterns, network considerations, and data integrity for reporting. Experience gained here tends to transfer well to solution engineering, customer success architecture, and platform consulting roles across B2B SaaS.
It best suits professionals who like structured problem solving, can communicate clearly with both technical and non-technical stakeholders, and enjoy owning deployment outcomes end to end. The requirement to work US hours also signals a role oriented around live customer collaboration and accountable delivery.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
Joining Dialpad as a Solutions Architect means stepping into a pivotal role where your problem-solving prowess and genuine passion for helping others will play a crucial part in ensuring our customers 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 subject matter expert, provide consulting and guidance on technical solutions, and ultimately deliver a world-class experience to our customers.
This position reports to our Manager, Solution Architect. 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
