UCaaS Analyst

Say hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It’s not everyday that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you is considering this role. First, a little about our client, RingCentral is a $2 billion global leader in cloud-based communications and collaboration software. RingCentral is fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

RingCentral provides cloud computing based business phone systems designed for today's mobile and distributed business world. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral simplifies business communication for modern, flexible business environments.

This is where you and your skills come in. We’re currently looking for a UCaaS Analyst 

RingCentral is looking for an UCaaS Analyst to provide exceptional, high quality, professional support to internal RingCentral employees on our Unified Communication Service. This role requires a strong understanding of UCaaS technologies, including VoIP, video conferencing, instant messaging, and mobility solutions. The primary responsibility is to provide implementation, maintenance, and support of RingCentrals internal and external tools that manage communications. This included voice calls, instant message, IVR call flows, voicemail, video conferencing, agent queues, and availability. Duties will be a mix of direct employee support and project activities. This is a Hybrid role.

Responsibilities:

• Manage Contact Center solutions for RingCentral's internal business unit

• Build and Deploy interactive voice response (IVR) call flows based on business requirements 

• Diagnose and resolve technical issues related to UCaaS platforms,including voice, video, and messaging services.

• Provide timely and accurate responses to customer inquiries and support requests.

• Troubleshoot network connectivity, device compatibility, and application performance issues.

• Manage and configure UCaaS platforms, including user provisioning, group creation, and policy settings.

• Monitor system performance and identify potential bottlenecks or issues.

• Assist in the implementation and migration of UCaaS solutions.

• Analyze usage data to identify trends, optimize performance, and identify cost-saving opportunities for contact centers.

• Prepare reports and presentations to communicate findings to stakeholders.

• Build and maintain positive relationships with employees we support..

• Provide exceptional customer service and support.

• Serve as an Incident Management resource during Contact Center service interruptions

• Keep up-to-date with the latest UCaaS technologies and best practices.

• Participate in training and certifications to enhance technical skills.

• Implement IT solutions and processes working with IT Engineers, IT Specialists and relevant vendors and/or internal RingCentral departments to enhance and optimize the support provided to RingCentral personnel.

• Assists in IT projects and working towards milestones.

• Provide improvement, and maintenance of IT Support services, processes and procedures.

• Follow standard ITSM/ITIL processes and procedures

• Provide support for day to day troubleshooting of UCaaS related issue requests coming through the Helpdesk ticketing system.

• Ensure there is priority and focus on support for the VIP and Executives in the company.

• Actively participate and be available for IT related escalations as required.

• Assist in the management of vendors and suppliers.

• Maintain confidentiality and privacy in all dealings with owners and executives.

• Ensuring timely follow up and status updates until issue is resolved

• Provide communications on all escalated issues to management and other support teams.  Document progress of escalated incidents.

To succeed in this role you must have experience in:

• At least 3 years’ experience in related field 

• Knowledge of PBX, ACD, CTI, VoIP and IVR applications

• Experience in Contact Center Operations

• C#, JSON, Java programming knowledge an advantage

• Basic knowledge in Project Management

• Ability to interpret call flow diagrams

• Ability to follow technical instructions and track completed tasks as related to assigned projects

• Technical trouble-shooting skills

• Ability to interact effectively with employees at all levels

• Ability to work flexible shifts including nights and weekends

• Strong sense of urgency with an attitude of never giving up until the issue is closed to the satisfaction of the customer.

• Demonstrated analytics and problem solving skills

• Excellent customer service and communications oriented skills with the ability to handle sensitive and challenging support situations with a calm and methodical approach.

• Self-motivated individual capable of working in a face-paced, dynamic environment

• Detail and results oriented; skilled at both planning and hands-on execution

• Strong documentation skills

• Time management skills required

• Excellent written, verbal, and presentation skills

Desired Qualifications:

• Familiarity with Nice InContact and RingCentral

• API Integrations knowledge and workflow experience

• Automation or AI experience preferred

What we offer: 

• Comprehensive HMO package (medical and dental with AD&D) +3 Dependents

• Group Life Insurance (Life, disability, and personal accident) and Burial Benefit

• Rice, and clothing allowance

• Employee Assistance Program (EAP): access to unlimited sessions with licensed psychologists

• On-demand digital 1:1 wellness coaching

• Group business travel insurance

• Leave entitlements, paid time-off, paid sick leave, and paid holidays

RingCentral’s IT team ensures company data is accessible, secure, and optimized in ways that provide maximum competitive advantage. RingCentral constantly discovers, develops and deploys innovations that power productivity and drive better decisions for our customers. RingCentral’s IT professionals are talented, ambitious, out-of-the-box thinkers who love to learn on the job—planning, deploying and maintaining state-of-the-art technology to deliver flawless performance 24/7/365.  

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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