Why This Job is Featured on The SaaS Jobs
In SaaS, solution architecture sits at the intersection of product capability, customer outcomes, and repeatable delivery. This role stands out because it is anchored in real-world deployments of a cloud communications platform, where call flows, integrations, and reporting accuracy directly shape time to value and long-term adoption. The requirement to operate on US hours also signals a customer base with enterprise expectations around implementation rigor and responsiveness.
For a SaaS career, this kind of work builds durable leverage. It develops fluency in how subscription products are rolled out across varied environments, from identity and productivity suites to network constraints and telephony standards. The mix of design, troubleshooting, and change management mirrors the operational reality of SaaS at scale, where edge cases, integrations, and data quality often determine retention more than feature checklists.
This role is best suited to professionals who enjoy translating messy operational needs into structured technical configurations, and who prefer consultative problem solving over pure build work. It fits someone comfortable owning implementation details end to end, collaborating closely with customer stakeholders, and maintaining high standards for reliability and documentation in a production setting.
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 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.
