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Solution Architect



Bengaluru, Karnataka, India
Posted on Thursday, June 13, 2024

About Dialpad

Work Beautifully

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.

About the team

Instrumental in the success and retention of Dialpad customers, our Customer Success and Professional Services teams are the backbone of our company. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!)

What you’ll do

In your first 30 days:

  • You’ll work closely with the your manager as well as the rest of the Professional Services team to learn about Dialpad as a company and also the Dialpad product offerings.
  • You’ll start to network with teams you will be working closely with such as Sales, Customer Success, and Support.
  • You’ll work with the enablement team as they walk through your onboarding classes; these classes will be an introduction to the CCA role and the Professional Services team.

In your first 60 days:

  • You’ll begin to shadow your team mates calls to get a good grasp of the Dialpad deployment process.
  • You’ll learn the Dialpad deployment methodology and the various tools you will be using to assist our customers during deployment.
  • You’ll learn how to assist Dialpad’s customer’s Contact Center workflows, analytics, integration, and technical needs.
  • You’ll learn omnichannel platform implementation for Dialpad customer which includes building expert flows based on customer use cases.
  • You’ll learn how to integrate customer choice CRM using REST APIs in digital and voice workflows.

By 90 days:

  • With the help of the Professional Services management team you’ll work directly with customers and lead their contact center deployments technical needs.
  • You’ll host admin training sessions for our customers, lead design workshops, help configure integrations, and start to troubleshoot complex issues as it relates to our clients contact center needs.

Who you are:

You're a customer centric, technical minded person who has a deep comprehension of networking, telephony networks, advanced contact centers and integrations using Rest APIs. You really enjoy technical challenges that come with onboarding new clients. You enjoy having a voice and being a team player.

Skills you’ll bring

  • Excellent grasp of various modern cloud communications platforms.
  • Experience with Business VoIP Telephony Services (On-Premise or SaaS).
  • Experience performing workshops and discovery sessions to identify business outcomes and develop contact center solutions.
  • Experience with deploying CCaaS Solutions.
  • Experience with the various industry and architecture strategies, frameworks and standards for contact center and omnichannel.
  • Experience with Rest APIs around setting up common Contact Center integrations.
  • Deep understanding and experience with the following VoIP CODECs and technologies (G.711, G.729, G.722, OPUS, H.264, VP8, VP9, WebRTC, H.323, SIP, Network Analyzers).
  • Strong understanding and experience with:
    • Network Infrastructure (Firewalls, Routers, Switches & Wireless); WAN Technologies (MPLS, VPLS & SD-WAN).
    • Data Center Technologies (Public & Private Clouds).
    • Understanding of Omni-channel and Digital contact center solutions.
    • Experience with social channel integration for digital transformation for customers like WhatsApp, Facebook etc.
    • Software components involved in enterprise service delivery (web servers, application servers, databases, web services, mainframes, network attached storage and other related technologies).

Dialpad benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.