[Hiring] Solutions Architect @Dialpad

Role Description

As a Solutions Architect on our Professional Services team, you'll be the technical backbone of successful Dialpad deployments for our customers. Your expertise will focus on these projects, where you'll deliver an exceptional technical experience for Dialpad customers and address any challenges that may surface during the project lifecycle.

You're a customer-centric, technically brilliant individual with a deep understanding of networking, telephony networks, and integrations using REST APIs. You thrive on the technical challenges that come with onboarding new clients and love being a valued team player. You'll step into a pivotal role where your problem-solving prowess and genuine passion for helping others will play a crucial part in setting our customers up for success from day one with Dialpad.

This role is vital for educating and onboarding customers on Dialpad products, all while expertly navigating the relationships with our customers. You'll collaborate closely with our Sales, Customer Success, and Support teams to directly contribute to our customers' success and retention.

This position reports directly to our Sr. Manager, Solutions Architect. Candidates must be able to work US hours.

What you’ll do

• Assist Dialpad's customers with their complex integration, hardware, and technical needs.
• Conduct admin training sessions for customers, assist with configuring integrations, support device provisioning, and troubleshoot complex technical issues.
• Design and configure contact center call flows, ensuring seamless integrations with business systems and accurate reporting data.
• Collaborate with customers to understand their operational needs and tailor Dialpad solutions to optimize call handling, automation, and analytics.
• Provision and configure desk phones, providing best practices and recommendations for an efficient setup.
• Lead deployment efforts, overseeing call flow design, integrations, and system configurations to align precisely with business objectives.
• Proactively troubleshoot issues and help identify and report bugs during deployments, ensuring a smooth transition and minimizing disruptions for end users.
• Analyze and refine workflows, proactively identifying areas for improvement to enhance efficiency and performance.
• Conduct video conferencing sessions to provide expert insights, guide clients through implementation, and ensure the adoption of best practices.
• Cultivate and maintain strong relationships with the customer and all key stakeholders, ensuring clear communication and alignment throughout the project lifecycle.
• Create and maintain thorough project documentation, accurately recording all project details, technical decisions, and progress.
• Partner seamlessly with Dialpad Project Managers to form a dedicated deployment team focused on excellent customer success and project delivery.
• Efficiently utilize various cloud platforms and tools (e.g., Salesforce, PSA tools) to manage, track, and monitor your projects and customer health.
• Ensure that all projects are delivered on time and within scope, meeting established success criteria.
• Monitor and regularly report on the status of your projects to your manager and the leadership team, escalating technical issues as needed.

Skills you’ll bring

• Excellent grasp of various modern cloud communications platforms such as Google G-Suite and Office 365.
• Experience with Business VoIP Telephony Services (On-Premise or SaaS).
• Understanding and experience with:
  • VoIP CODECs and technologies (G.711, G.729, G.722, OPUS, H.264, VP8, VP9, WebRTC, H.323, SIP, Network Analyzers).
  • Network Infrastructure (Firewalls, Routers, Switches & Wireless); WAN Technologies (MPLS, VPLS & SD-WAN).
  • Data Center Technologies (Public & Private Clouds).
  • Software components involved in enterprise service delivery (web servers, application servers, databases, web services, mainframes, network-attached storage, and other related technologies).
• Proven track record in implementing CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions.
• Engineering Services: Expertise in specialized technical and functional areas, including software engineering, programming languages, system integrations, and database management (nice-to-have).

Benefits

• Competitive benefits and perks.
• Robust training program that helps you reach your full potential.
• Inclusive office environment designed to cultivate collaboration and connection.
• Exceptional culture recognized as a certified Great Place to Work.