Job Description
Join Vonage and help us innovate cloud communications for businesses worldwide!
Job Summary
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.
Essential Job Functions
Technical Integration Oversight: Lead the implementation of Vonage Contact Center services. Ensure team members correctly configure the Call Center Platform, and Data Adapters.
Architectural Guidance: Serve as the technical authority for the team when mapping Vonage CCaaS features (IVR, Omni-channel routing, and Queue management) to CRMs.
Operational Engineering: Identify technical bottlenecks in the integration process. Develop and standardize reproducible implementation templates to reduce "Time-to-Revenue" for customers integrations.
Team Technical Development: Conduct configuration reviews and mentor staff on the technical nuances of Vonage solutions, ensuring the team stays current on Vonage product updates.
Cross-Functional Technical Liaison: Partner with Product and Engineering to provide feedback on the Vonage Platform issues, reporting bugs or feature requests identified during customer deployments.
Requirements
Experience: 3+ years of leadership in a technical implementation, CCaaS, or SaaS consulting environment.
Domain Expertise: Expert-level understanding of CCaaS/UCaaS ecosystems and their technical relationship with CRM platforms.
Technical Proficiency: Understanding of APIs (REST/SOAP), webhooks, and how they facilitate real-time data exchange between communication platforms and CRMs.
Problem Solving: Proven ability to troubleshoot network latency, browser-based CTI issues, logic and permissions impacting service delivery.
Education: Bachelor’s degree in CS, IT, or equivalent experience. Salesforce Certified Administrator or ServiceNow Certified Admin certifications are highly preferred.
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.
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Who we are:
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.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.