[Hiring] Technical Manager, Professional Services @Vonage

Role Description

Join Vonage and help us innovate cloud communications for businesses worldwide!

We help customers meet their business communication needs through the successful delivery of Vonage’s entire portfolio of Contact Center (CCaaS) and Unified Communications (UCaaS) solutions. Our customers demand exceptional experiences with products and services delivered on time, within budget and in line with technical, operational and functional expectations. Our job is to ensure this happens through the application of customer, business, technical and service understanding that orchestrates a high-complexity technical deployment across a unified approach.

As the leader of the Professional Services team, you will oversee the successful launch of UC and CC services, championing the technical synergy between our communication platforms and our customers' CRM environments to deliver a fully integrated, world-class user experience. You will oversee the delivery of seamless UCaaS/CCaaS-to-CRM workflows, ensuring that our services are configured to optimize customer support and sales operations. This role requires a deep understanding of Computer Telephony Integration (CTI), data synchronization, and the technical mapping required to integrate with CRM records.

Qualifications

• 3+ years of leadership in a technical implementation, CCaaS, or SaaS consulting environment.
• Expert-level understanding of CCaaS/UCaaS ecosystems and their technical relationship with CRM platforms.
• Understanding of APIs (REST/SOAP), webhooks, and how they facilitate real-time data exchange between communication platforms and CRMs.
• Proven ability to troubleshoot network latency, browser-based CTI issues, logic and permissions impacting service delivery.
• Bachelor’s degree in CS, IT, or equivalent experience. Salesforce Certified Administrator or ServiceNow Certified Admin certifications are highly preferred.

Requirements

• Lead the implementation of Vonage Contact Center services. Ensure team members correctly configure the Call Center Platform, and Data Adapters.
• Serve as the technical authority for the team when mapping Vonage CCaaS features (IVR, Omni-channel routing, and Queue management) to CRMs.
• Identify technical bottlenecks in the integration process. Develop and standardize reproducible implementation templates to reduce "Time-to-Revenue" for customers integrations.
• Conduct configuration reviews and mentor staff on the technical nuances of Vonage solutions, ensuring the team stays current on Vonage product updates.
• Partner with Product and Engineering to provide feedback on the Vonage Platform issues, reporting bugs or feature requests identified during customer deployments.

Benefits

• There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team.
• Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Company Description

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.