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 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, 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.
