Dialpad Contact Center & UC Engineer

We are seeking an experienced Dialpad Contact Center & Unified Communications Engineer responsible for configuring, deploying, and optimizing Dialpad solutions for enterprise customers. This role will serve as the primary technical resource for customer implementations, supporting discovery, solution configuration, testing, migration, go-live, and post-production stabilization activities.
The ideal candidate possesses hands-on experience implementing both Dialpad Contact Center and Dialpad Connect solutions, with expertise in telephony, routing design, integrations, user provisioning, and enterprise voice deployments.
Key Responsibilities
Configure and deploy Dialpad Contact Center solutions.
Build call flows, routing strategies, agent groups, and queue configurations.
Configure business hours, holiday schedules, overflow routing, and escalation paths.
Implement supervisor dashboards, reporting, analytics, and AI-powered contact center features.
Support customer testing and user acceptance activities.
Configure Dialpad Connect environments.
Provision users, devices, phone numbers, departments, and ring groups.
Implement call routing, auto attendants, voicemail, and business continuity solutions.
Perform enterprise telephony migrations from legacy PBX and cloud-based communication platforms.
Support SIP, VoIP, PSTN, and carrier connectivity requirements.
Coordinate and execute number porting activities.
Troubleshoot voice quality, routing, and connectivity issues.
Conduct network readiness assessments and recommend remediation where necessary.
Configure Dialpad integrations with Salesforce, Microsoft Teams, ServiceNow, Zendesk, and other business applications.
Support API-based integrations and customer-specific requirements.
Assist with data mapping, authentication, and integration troubleshooting.
Lead administrator and end-user training sessions.
Provide technical guidance and best practices throughout implementation.
Support production deployments and hypercare activities following go-live.
Required Qualifications
3+ years implementing Dialpad Contact Center and/or Dialpad Connect.
5+ years in Contact Center, UCaaS, Telecommunications, or Professional Services delivery.
Expertise in:
-Dialpad Contact Center
-Dialpad Connect
-SIP
-VoIP
-PSTN
-Number Porting
-IVR Design
-Routing Strategies
-Contact Center Operations
Experience with Salesforce, Microsoft Teams, ServiceNow, or similar integrations.
Strong troubleshooting and problem-solving skills.
Excellent customer-facing communication skills.
Preferred Qualifications
Dialpad Certification(s)
Experience with NICE CXone, Talkdesk, Genesys, Five9, RingCentral, Zoom Phone, or Microsoft Teams Phone.
Experience with SSO, Entra ID, Okta, and SCIM provisioning.
Knowledge of AI-powered contact center solutions and workforce optimization platforms.
Experience supporting enterprise contact center migrations.

Work arrangement
No