Professional Services Project Manager - Contact Centre

---

Job description

Some people go to work.At RingCentral, you'll change the way the world works.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 Product and Technology Team to make sure we stay ahead of the competition.RingCentral's Product and Technology team is the engine that drives our success. From Engineering and UX/UI to Product Management and CloudOps, this is the place where the biggest ideas in cloud communications are imagined, developed, and delivered. You'll help create and deploy products that raise the technological bar, and power human connections. If you're a talented, ambitious, creative thinker, RingCentral Product and Technology is the perfect environment to dream, produce and share your ideas with the world.The Professional Services Project Manager at RingCentral will play a key role in strategic planning and development of the capacity planning and staffing function of the contact centre. This role will drive implementation of Workforce Management practices within a new contact centre and be responsible for optimising contact centre operations by implementing efficient and effective forecasting and scheduling.Responsibilities:Coordinates all aspects of a product or service offering project for a client, from inception through installation. Installations may involve acceptance of capitalised equipment or enterprise software systems, or system integration or consulting projects/engagements. May work at client site as defined in the SOW. Typically involves extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams. Projects are typically focused on the delivery of new or enhanced products to improvement of customer satisfaction through the use of technology. Project management skills, rather than technical skills, are key, but a strong technical background is often required to manage competing interests. Responsible to oversee schedules and budgets to ensure goal attainment.Qualifications:Typically 5+ years of experience in a Project Management role within an inbound/outbound contact centreExperience in Contact Centre and Unified CommunicationsExperience working with Salesforce.comMust 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. Windows based software and Excel required. Experience in Microsoft Word, Excel, Access, PowerPoint, and SQL preferred. Basic knowledge of building databases in Access and SQL is highly preferredHigh levels empathy; excellent soft skills and customer service best practicesExceptional project management and prioritization skillsExperience in project managing omni-channel contact centre project, overseeing the delivery of key components such as IVR design, WFM (Workforce Management), WFO (Workforce Optimisation) and CRM integrationAgile and adaptable; able to handle a fast-changing landscape and think on your toesExperience working with InContact products (preferred)Experience with porting telephone numbers (preferred)Self-motivated, driving projects to completion, and in a team environmentCertified Project Manager (Prince2)What we offer:RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)Comprehensive medical, dental, vision, disability, life insuranceEmployee Stock Purchase Plan25 days PTO per annum, Bank Holidays + 4 caRing DaysWellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through HeadspacePaid enhanced Paternity Pay (2 Weeks) and Maternity Pay (16 Weeks) *Eligibility is one years service and new parent gift boxesEmployee Assistance Program (EAP) with counseling sessions available 24/7Rocket Lawyer services that provide legal advice, document creation and estate planningEmployee bonus referral programRingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.About RingCentralRingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.