UCaaS Analyst at RingCentral

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Communications, Cloud ComputingIndustries

Requirements

Strong understanding of UCaaS technologies, including VoIP, video conferencing, instant messaging, and mobility solutions
Ability to diagnose and resolve technical issues related to UCaaS platforms, including voice, video, and messaging services
Knowledge of troubleshooting network connectivity, device compatibility, and application performance issues
Familiarity with managing and configuring UCaaS platforms, including user provisioning, group creation, and policy settings
Experience with monitoring system performance and identifying bottlenecks or issues
Ability to assist in implementation and migration of UCaaS solutions
Skills in analyzing usage data to identify trends, optimize performance, and find cost-saving opportunities
Knowledge of Contact Center solutions, IVR call flows, voice calls, instant messaging, voicemail, video conferencing, agent queues, and availability
Adherence to standard ITSM/ITIL processes and procedures
Ability to keep up-to-date with latest UCaaS technologies and best practices
Participation in training and certifications to enhance technical skills

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 supported
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, relevant vendors, and/or internal RingCentral departments
Assist in IT projects and work 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 through the Helpdesk ticketing system
Ensure priority and focus on support for VIPs and Executives
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
Ensure timely follow-up and status updates until issues are resolved
Provide communications on issues

Skills

Key technologies and capabilities for this role

UCaaSVoIPIVRContact CenterVideo ConferencingInstant MessagingVoicemailAgent Queues

Questions & Answers

Common questions about this position

Is this a remote or hybrid role?

This is a Hybrid role.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills are required for the UCaaS Analyst position?

A strong understanding of UCaaS technologies including VoIP, video conferencing, instant messaging, and mobility solutions is required, along with skills in managing contact center solutions, building IVR call flows, diagnosing technical issues, and troubleshooting network and device problems.

What does the work environment or team culture look like at Acquire BPO under RingCentral?

The role involves providing exceptional customer service, building positive relationships with supported employees, and working on a mix of direct support and project activities for RingCentral's internal business units.

What makes a strong candidate for this UCaaS Analyst role?

Candidates with hands-on experience in UCaaS platforms, VoIP, IVR call flows, contact center management, troubleshooting technical issues, and a proactive approach to monitoring performance and staying updated on technologies will stand out.