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Sr. Manager, Solution Architect & Custom Development

Austin, US

About Dialpad

Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

Your role

As the Director of Solution Architect & Custom Development, you will lead a team of highly skilled Solution Architects and Software developers who design, implement, and deliver complex solutions to meet client needs. This role requires strategic thinking, strong leadership, technical expertise, communication, and collaboration skills. You will play a key role in defining the solution architecture practice, creating best practices, and ensuring the successful delivery of client solutions in alignment with Dialpad’s business objectives. This role will partner cross-functionally to ensure customers are empowered from deployment to long-term success on Dialpad’s platform.

This position reports to the Vice President of Professional Services and may require occasional in-office meetings. The preferred schedule aligns with US business hours, with flexibility based on business needs.

What you’ll do 

Leadership & Team Development:

  • Lead, mentor, and develop a team of Solution Architects and Custom developers on career progression, technical skills, and personal development.
  • Manage resource allocation and project assignments to ensure balanced workloads and effective utilization of team members.
  • Foster a collaborative and high-performance culture, encouraging knowledge sharing and continuous learning within the team.
  • Serve as a point of escalation for complex client or project-related issues, providing support and solutions as needed.
  • Develop and implement strategies to align with Dialpad’s goals and customer expectations.
  • Recruit, train, and retain top talent to create a high-performing team.

Customer Experience:

  • Act as a subject matter expert, offering technical consulting and guidance to customers during deployment and beyond.
  • Partner with Sales, Customer Success, Customer Support, Product, and Engineering teams to address customer feedback and improve the overall experience.
  • Drive solutions that enhance customer satisfaction and long-term retention.
  • Identify and manage risks in our project delivery to ensure successful outcomes for Dialpad’s clients.

Solution Architecture & Delivery:

  • Oversee the design and delivery of customized solutions for clients, ensuring alignment with their business goals, technical requirements, and timelines.
  • Partner with Project Managers to ensure seamless project delivery.
  • Support customers with integrations, provisioning devices, troubleshooting issues, designing & building complex IVR workflows, configuration, and testing.
  • Ensure consistent documentation of solutions delivered.
  • Partner cross-functionally to ensure successful knowledge transfer & support of solutions delivered.
  • Serve as a trusted advisor to the team and our clients to ensure the solutions designed and delivered are aligned with Dialpad’s best practices.
  • Review and ensure high-quality solution designs.

Operational Excellence:

  • Drive continuous improvement in our processes, methodologies, and best practices within professional services.
  • Stay up-to-date with new technologies, industry trends, Dialpad features & products, and best practices.
  • Monitor KPIs and address performance gaps proactively.
  • Ensure adherence to quality standards and project governance throughout deployment.

Skills you’ll bring

  • Leadership & Strategy: Proven experience managing cross-functional teams, with at least 8+ years in a customer-facing or technical leadership role.
  • Technical Expertise:
    • Deep understanding of VoIP technologies (G.711, G.729, G.722, OPUS, H.264, SIP, WebRTC).
    • Proficiency with modern cloud communications platforms like Google Workspace and Office 365.
    • Experience with network infrastructure (firewalls, routers, switches, SD-WAN), data center technologies, and enterprise service delivery systems.
    • Experience with Software development, system integrations, and enterprise architecture.
  • Customer-Centric Mindset: A passion for delivering exceptional service and building long-term customer relationships.
  • Analytical & Problem-Solving Skills: Use data and metrics to drive decisions and optimize processes.
  • Communication: Excellent interpersonal skills to interact effectively with customers, team members, and senior leadership.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and 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.

Culture
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
Teamwork makes the dream work, and Dialpad offers competitive salaries 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.

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