Work Force Management CX Solutions Engineer

RingCentral is a leading provider of business cloud communications and contact center solutions. The Workforce Management CX Solutions Engineer will serve as a technical authority in Pre-Sales Services and CX Operations, responsible for translating client needs into actionable product demonstrations and advocating for the WEM tech stack.

Responsibilities:

• Continued education and mastery of Workforce Engagement Management products offered by RingCentral including Quality Management, Analytics, and Workforce Management
• Requirements Collecting and Understanding: Collect and document Workforce Engagement Management needs and requirements through client discovery calls and RFPs
• Demonstrate Workforce Engagement Management (WEM) products including Quality Management, Analytics, and Workforce Management
• Assist in internal scoping of recommended and demonstrated products
• Technology Roadmap: Serve as an advocate for the WEM tech stack; identifying, and reviewing new WEM technologies

Requirements:

• Experience in Workforce Engagement Management (WEM) products with robust knowledge of NICE WEM products
• Experience implementing NICE Workforce Engagement Management tools including Quality Management, Analytics, and Workforce Management products
• Experience supporting Workforce Engagement Management products ensuring client product success
• Minimum Bachelor's degree or equivalent work experience
• Minimum of 3+ years of Workforce Engagement Management (WEM) experience
• Proven ability to design and implement repeatability standards, establishing the technical frameworks that ensure high-quality output and operational accountability
• Extensive experience architecting and overseeing WEM functions within large-scale, complex global operations
• Advanced experience modeling capacity plans and volume forecasts for large-scale operations, ensuring precision in labor supply-and-demand variables
• Possess strong oral and written communication skills with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations
• Excellent problem solving and analytic capabilities utilized to identify root cause issues/improvement opportunities and designing approaches/programs to address those issues
• Championing change, innovation and collaborates with others on continuous improvements
• Proven track record of building partnerships, collaborating, and influencing at senior levels and across lines of businesses
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment