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Solutions Architect, Partner Professional Services

Kitchener, Canada

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As a Solutions Architect on our Partner Professional Services team, you'll be the technical backbone of successful Dialpad deployments for customers brought to us by our valued partners. Your expertise will focus on these partner-sourced 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. You'll have a real voice on the team, supporting the entire deployment process for your customers and ensuring their long-term success. You'll act as a subject matter expert, providing expert consulting and guidance on technical solutions, ultimately delivering a world-class experience to our customers.

This role is vital for educating and onboarding customers on Dialpad products, all while expertly navigating the relationships between our partners and our shared 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 Senior Manager, Partner Professional Services.

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).

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

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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