Solutions Architect

Job description

**About Dialpad**Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. **Being a Dialer** At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: **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 at every step, 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 for 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. **Why Join Dialpad** - Work at the center of the AI transformation in business communications - Build and ship agentic AI products that are redefining how companies operate - Join a team where AI amplifies every employee’s impact - Competitive salary, comprehensive benefits, and real opportunities for growth We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help 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, repeatedly recognized as a [Great Place to Work](https://www.greatplacetowork.com/certified-company/7007999#:~:text=91%25%20of%20employees%20at%20Dialpad,a%20typical%20U.S.-based%20company.&text=Source:%20Great%20Place%20To%20Work%C2%AE%202021%20Global%20Employee%20Engagement%20Study.&text=When%20you%20join%20the%20company,%20you%20are%20made%20to%20feel%20welcome.&text=People%20here%20are%20given%20a%20lot%20of%20responsibility), ensures that 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 possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet 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.*