Solution Architect

About the role

You will serve as a technical subject matter expert, guiding clients through the implementation of Dialpad solutions from initial engagement to launch. This position focuses on delivering high-quality consulting and technical design to ensure customers are fully operational on day one. You will report directly to the Manager, Solution Architect.

Key facts

What you'll do

• Design and configure call flows for contact centers while integrating business systems and ensuring reporting accuracy.
• Consult with clients to understand operational goals and customize call handling, automation, and analytics.
• Manage the provisioning and setup of desk phones and provide best practice guidance.
• Oversee deployment projects, including system configuration and integration to meet business objectives.
• Identify and report bugs during the deployment phase to minimize service disruption.
• Conduct risk assessments and manage changes to ensure projects are delivered on schedule.
• Lead video conferencing sessions to train clients and drive platform adoption.
• Proactively analyze workflows to identify performance and efficiency improvements.

Requirements

• Proven track record implementing CCaaS and UCaaS solutions.
• Expertise in Business VoIP Telephony Services, whether SaaS or on-premise.
• Proficiency with modern cloud communication platforms like Google G-Suite and Office 365.
• Technical knowledge of VoIP CODECs (G.711, G.729, G.722, OPUS), video protocols (H.264, VP8, VP9, H.323), WebRTC, SIP, and network analysis tools.
• Understanding of network infrastructure including firewalls, routers, switches, wireless, and WAN technologies (MPLS, VPLS, SD-WAN).
• Experience with public and private cloud data center technologies.
• Knowledge of enterprise service delivery components such as web servers, application servers, databases, mainframes, and network-attached storage.
• Background in software engineering, system integrations, and database management.
• Ability to demonstrate core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Skills & tools

• VoIP protocols and CODECs
• Network infrastructure and WAN technologies
• Cloud communication platforms (G-Suite, Office 365)
• CCaaS and UCaaS implementation
• Database management and system integration
• Software engineering fundamentals

Practical notes

• You must be available to work US business hours.
• Dialpad is an equal-opportunity employer.
• Candidates who do not meet every listed requirement but possess the necessary ambition and core traits are encouraged to apply.