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Customer Solutions Architect

2 months ago

Holmdel, United States Vonage Full time

Who we are:

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.

The API business unit focuses on API/CPaaS solutions which empower organizations with a customizable, omnichannel communications infrastructure, enabling them to connect with customers on their preferred channels throughout their journeys. With our easy-to-use APIs, global platform, and expert support, customers can abstract the complexity of communications and engage with customers in ongoing conversations.

Why this role matters:

As a Customer Solution Architect, with a strong focus on programmable communication solutions, you’ll hold a critical role in collaboration with the sales account and partner managers by building and maintaining customer/partners relationships with their technical teams spanning from developers to C-level decision makers . You will be responsible for understanding the customer's communication requirements in every detail, and design, document and deliver a Vonage CPaaS solution incorporating all our APIs (Messaging, Voice, Web RTC Video, AI Studio, Conversational Commerce).  

In this role, you’ll:

  • Utilize your interpersonal communications skills and technical expertise to build trust with the customer, get a detailed understanding of the customers requirements, design and present Vonage API CPaaS solutions. 
  • Host remote and face to face meetings with customer developers, product managers and C-level business decision makers to understand their technical needs, presenting the Vonage API CPaaS solutions and services and ultimately validating that their technical needs can be met will play a huge part in your day-to-day at Vonage. 
    • Estimated travel to see customers and attend trade shows is about 30%. 
  • Respond to customer RFPs, InfoSec and other technical inquiries.  
  • Expert in all things CPaaS with in-depth knowledge building such solutions using our communication APIs, such as Voice, Video, Messaging (SMS, MMS, RCS,  Social and business channels such as WhatsApp, FB), AI Studio and Jumper AI. 
  • Working closely with all CPaaS teams will be critical to identifying key prospects/clients where your technical knowledge and guidance can enable them to leverage Vonage API CPaaS solutions for their maximum benefit.
  • Your relationship building skills will be integral as you’ll follow up on internal progress to ensure timely delivery, manage complex combinations of Vonage CPaaS solutions and internal technical setups to deliver on customer needs.
  • Work closely with Sales/Partner Managers on new and existing accounts by leading the technical perspective of the customers projects. 

What you'll bring:

Required:

  • A customer driven focus and the ability to quickly pivot in a fast paced environment.
  • In depth CPaaS Voice SIP / WebRTC knowledge and other related voice solutions (PBX, CallCenter, UCaaS) with 5 plus years hands-on experience in designing/developing/deploying/managing complex customer solutions.
  • Demonstrated competency in one of the following: 
    • Web development (Javascript, HTML.), backend development (Java, C#, Python, PHP etc.), mobile development, IP-based real-time communications (WebRTC).
  • Keen ability to assess and analyze real-life and/or customer requests, and provide solutions while possessing a passion for delivering impactful, cut through the clutter, ideas versus standard telecom presentations
  • Organized, great written and verbal communication skills and efficient with a self starter attitude
  • Familiarity with Cloud platform (such as: AWS, MS Azure, Google, IBM) and Cloud Architecture 
  • Good understanding of CPaaS, CCaaS and UCaaS solutions. 

Desirable:

  • Knowledge of TCP/IP networking / routing and IP security   
  • Telecom, Call/Contact Center, and CPaaS Security knowledge is a big plus
  • AI driven solutions
  • A BA/MS degree in Software Development, Computer Science, Information Technology, Telecommunications, or similar.  

How you’ll benefit:

  • Medical, Vision, and Dental Coverage
  • Health Savings Account (HSA)
  • Income Protection
  • Maternity & Paternity Leave
  • 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
  • Unlimited Discretionary Time Off
  • Three Paid Volunteer Days a Year
  • Tuition Reimbursement
  • Voluntary Legal Plan
  • Optum Employee Assistance Program
  • Discount on Auto, Home & Pet Insurance

Where you will work:

These roles are Hybrid located out of our New Jersey office, remote applications will be considered. Some travel to customers will be required.  

Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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