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’ 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.

RingCentral is the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Global Service and Support (GSS) Team to make sure we stay ahead of the competition.

Acquire BPO is currently looking for PS Engineer to support RingCentral.

The PS Engineer is responsible for the planning, design, build, and testing phases of multiple UC projects at once. They work directly with the customer and project managers to obtain the information needed from their current system, and design the system for their specific environment, providing recommendations and consultation.

Responsibilities:

Perform planning and design sessions for Professional Services contracts partnering with Unified Client and Contact Center Project Managers.
Collaborates with multiple Professional Services Department representatives to help the customer seamlessly transition to their RingCentral service.
Help start customers how to initially setup their RingCentral account and all the items included within.
Guide clients through a new world of web-based user interfaces, mobile apps, and computer-based software configurations.
Help define, review, teach and explain complicated call routing and how to set it up in an environment where there are five possible ways to achieve the same goal.
Time Management: ensuring your calendar’s appointments are scheduled, able to track issues and questions that come up, and keeping detailed notes of what has happened throughout the entire process.
Scheduling skills are required as a typical day could include 5 to 6 meetings, while juggling phone calls, answering emails, chats and updating notes in between each meeting can occur.
Review, teach and explain what data we need collected and how it needs to be received.
Identify risks throughout engagement and determine the causes of client pain-points and eliminate them where they hide.
Ability to handle escalated issues and know when and who to escalate issues that require immediate attention.

Qualifications:

5+ years in customer focused role – post sales technical support
Knowledge on VOIP, networking, routers and modems
Experience configuring, updating and supporting VOIP solutions in a multi-location environment, networking, IT or telecommunications certification is a plus
Strong technical understanding of the RingCentral solution portfolio
Have a detailed understanding of the features and capabilities of the system, as well as be able to articulate these to a customer in a way that makes sense to them.
Experience in handling Unified Communications platform
Experience with project management and/or porting telephone numbers is a plus
Strong and effective communication and collaboration skills internally and client facing.
Must possess strong analytical skills with the ability to identify, analyze, interpret and solve both practical as well as highly complex problems.
Must possess excellent computer skills including extensive spreadsheet knowledge, and word processing. Google and Windows based software and Excel required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred.
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
Desired background of the contact center platform and tools (e.g InContact, Five9)
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
Self-motivated with the ability to dive right in, be effective and make a difference.
Occasional on-call after-hours work may be required as needed Applicants must be willing to work at night
Amenable in hybrid work arrangement
Amenable to report in Ortigas or Cubao

What we offer:

We offer all the work/life benefits you could ever want, (and none of the micromanagement.)
Flexible work arrangement (Hybrid Set Up)
Comprehensive HMO package (medical and dental)
Personal Time Off Leaves
Monthly Performance Incentive
Employee Assistance and Wellness Programs

To know more about the Acquire-RingCentral Manila collaboration, you may visit www.ringcentral.com.ph

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Professional Services Engineer

About RingCentral