Solution Architect at Dialpad

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 Joining Dialpad as a Solutions Architect means stepping into a pivotal role where your problem-solving prowess and genuine passion for helping others will play a crucial part in ensuring our customers are set up for access on their Day 1 with Dialpad. From the initial call to the final interaction, you'll have the opportunity to dazzle and support our clients every step of the way, making a lasting impact with each connection. You will act as a subject matter expert, provide consulting and guidance on technical solutions, and ultimately deliver a world-class experience to our customers. This position reports to our Manager, Solution Architect. Must be able to work US hours. What you'll do • You will design and configure contact center call flows, ensuring seamless integrations with business systems and accurate reporting data. • You will collaborate with clients to understand their operational needs and tailor Dialpad solutions to optimize call handling, automation, and analytics. • You will provision and configure desk phones, providing best practices and recommendations for an efficient setup. • You will lead deployment efforts, overseeing call flow design, integrations, and system configurations to align with business objectives. • You will troubleshoot issues and help identify and report bugs during deployments, ensuring a smooth transition and minimizing disruptions for end users. • You will analyze and refine workflows, proactively identifying areas for improvement to enhance efficiency and performance. • You will perform risk analysis and change management, ensuring project success and on-time delivery. • You will conduct video conferencing sessions to provide expert insights, guide clients through implementation, and ensure the adoption of best practices. 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. 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 an inclusive environment, free of discrimination and harassment.