Key responsibilities include designing and implementing call flows using NICE CXone Studio, developing and enhancing skill-based routing, IVR logic, and omnichannel workflows, integrating NLU platforms with IVR and agent assist solutions, monitoring and troubleshooting call quality, latency, and routing issues, performing log analysis and supporting incident resolution for telephony and communication infrastructure, automating tasks and workflows using RESTful APIs and RPA tools, and analysing call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms.

Requirements include strong expertise in NICE CXone platform, proficiency in NICE Studio scripting and complex call flow development, experience with NLU/conversational AI platforms, strong knowledge of SIP, VoIP, WebRTC, and overall telephony architecture, familiarity with OAuth, OpenID Connect, and secure API practices, experience with RPA tools, strong analytical and problem-solving skills, and experience with BI tools and SQL for data analysis.

Benefits include a competitive compensation and benefits package, comprehensive benefits package, career development and training opportunities, flexible work arrangements, dynamic and inclusive work culture, private health insurance, pension plan, paid time off, and training & development.

XML job scraping automation by YubHub

Key responsibilities include designing and implementing call flows using NICE CXone Studio, developing and enhancing skill-based routing, IVR logic, and omnichannel workflows, integrating NLU platforms with IVR and agent assist solutions, monitoring and troubleshooting call quality, latency, and routing issues, performing log analysis and supporting incident resolution for telephony and communication infrastructure, automating tasks and workflows using RESTful APIs and RPA tools, and analysing call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms.

The ideal candidate will have strong expertise in NICE CXone platform, proficiency in NICE Studio scripting and complex call flow development, experience with NLU/conversational AI platforms, strong knowledge of SIP, VoIP, WebRTC, and overall telephony architecture, familiarity with OAuth, OpenID Connect, and secure API practices, experience with RPA tools, and strong analytical and problem-solving skills.

XML job scraping automation by YubHub

This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer experiences.

Key responsibilities include:

• Managing carrier escalations, trouble tickets, and interoperability issues across telco networks.
• Monitoring network performance, conducting DID probes and test calls, and proactively identifying potential issues.
• Supporting customers across a range of inquiries,from basic product questions to complex technical troubleshooting.
• Diagnosing and resolving technical issues, escalating bugs, and partnering cross-functionally to drive timely resolution.
• Maintaining and exceeding established service levels and productivity standards.
• Collaborating closely with Sales, Engineering, and Product teams to improve the customer experience.
• Identifying opportunities to enhance support processes, educate users, and scale our support model.

To succeed in this role, you will need:

• 3+ years of experience in Customer Support within telecom, carrier, or VoIP environments.
• A strong understanding of LAN/WAN networking and cloud-based technologies.
• Experience with VoIP, SIP environments, and desk phone provisioning.
• Solid troubleshooting and problem-solving skills with the ability to navigate complex technical issues.
• Strong written and verbal communication skills.
• A self-starter mindset with a strong sense of ownership and a team-oriented approach.

Familiarity with Contact Center IVR workflows and 3rd party CRM integrations is a plus.

XML job scraping automation by YubHub

Location: Kitchener, Canada

About Dialpad

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.

We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyse conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time.

Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.

Visit dialpad.com to learn more.

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

As the Platinum Support Team Lead, you are a hands-on senior technical expert and working lead for the Platinum queue.

You will manage your own complex case load while providing daily guidance, coaching, and escalation support to your peers.

This role is focused on workflow leadership, technical depth, and quality.

You will not have direct reports, but you will influence the success, consistency, and professional growth of the Platinum Support team through mentorship, feedback, and example.

You will report to the Manager of the Platinum Support team and partner closely with Support leadership, Product, Engineering, Technical Account Managers, and Customer Success to drive resolution and continuous improvement.

What you’ll do

• Own a queue of the most complex, high-impact Platinum and partner escalations, driving them to resolution with urgency and precision.

• Demonstrate exemplary ticket handling, communication, and documentation standards that others can model.

• Serve as the first point of escalation for Platinum agents

• Provide real-time guidance on troubleshooting strategy, next steps, and communication for challenging cases.

• When needed, assume ownership of critical or at-risk tickets to stabilise the situation and protect the customer relationship.

• Drive workflow and queue management

• Monitor Platinum queues and dashboards to ensure healthy distribution of work, SLA adherence, and consistent follow-through.

• Identify at-risk tickets (aging, repeat contacts, low-quality updates) and proactively intervene or reassign as needed.

• Help coordinate coverage for live channels (phone, chat, webform) to match demand and contractual obligations.

• Champion quality and consistency

• Review case notes, customer updates, and technical investigations for clarity, accuracy, and completeness.

• Provide targeted, actionable feedback to agents on case handling, communication quality, and escalation hygiene.

• Partner with leadership on QA frameworks and contribute examples of “gold standard” interactions.

• Lead root cause and trend analysis

• Conduct or facilitate root cause analysis (RCA) on recurring or high-severity issues impacting Platinum customers.

• Identify patterns in escalations (product gaps, process gaps, enablement gaps) and propose improvements.

• Collaborate with Product and Engineering to ensure bugs and systemic issues are clearly articulated and tracked.

• Support onboarding and ongoing development

• Act as a mentor and subject matter expert for new Platinum agents, helping them ramp quickly on Dialpad products, tools, and expectations.

• Lead or co-lead advanced trainings, TOIs, and case reviews focused on complex scenarios, best practices, and lessons learned.

• Contribute to and curate internal knowledge (runbooks, macros, playbooks) for Platinum-specific workflows.

• Own operational excellence for the Platinum experience

• Help refine and enforce Platinum playbooks around SLAs, communication cadence, escalation paths, and closure criteria.

• Partner with Support Operations on improvements to views, triggers, macros, and reporting that benefit Platinum customers.

• Provide regular, concise updates to leadership on key issues in the Platinum queue, including risks and proposed actions.

• Represent Platinum Support cross-functionally

• Collaborate with Customer Success, TAMs, Sales, and other internal stakeholders on complex customer situations.

• Advocate for Platinum customer needs in internal discussions, bringing data and clear narratives from the front lines.

• Participate in interviews for Platinum roles where appropriate, helping assess technical depth and support mindset.

Skills you’ll bring

• Required: 6+ years of experience in a senior technical support role (e.g., Tier 3, Escalation Management, Senior/Principal Engineer).

• Required: Extensive, hands-on experience in customer and partner de-escalation and managing critical technical incidents.

• Highly Desired: Prior formal or informal experience in a mentorship or team lead capacity.

• Deep technical mastery of VoIP, UCaaS, or complex SaaS products, with the ability to troubleshoot issues others cannot.

• Strong understanding of SIP, local networking (QoS, Firewalls), and packet capture analysis.

• Excellent communication and interpersonal skills, with a proven ability to mentor and develop technical talent.

• A bachelor’s degree and/or technical certification (e.g., CCNA, Network+) is preferred.

For exceptional talent based in Ontario, Canada the target base salary range for this position is $84,000-$106,500 CAD.

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 recognised as a Great Place to Work, 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.

XML job scraping automation by YubHub

Responsibilities

• Drive leasing efforts: Engage, qualify, and convert leads into signed leases, ensuring high occupancy rates.
• Work tirelessly: Be available evenings, weekends, and holidays to accommodate prospective residents' schedules.
• Be tech-savvy: Utilize CRMs, Excel, WhatsApp, Slack, VOIP systems, and email efficiently to manage leads and track leasing performance.
• Master the details: Capture and manage data under pressure, ensuring accurate and organized record-keeping.
• Deliver an outstanding experience: Provide best-in-class customer service to prospects and current residents from diverse cultural backgrounds.
• Be a brand ambassador: Represent Flow’s values by engaging with the community, attending events, and fostering a sense of belonging.
• Understand the legal side: Experience with EJAR is a plus, as you’ll be involved in the leasing process compliance.

Ideal Background

• Minimum 3 years of experience in sales or customer service.
• Experience leasing property is an advantage.
• Experience in Saudi Arabia is an advantage.
• Candidate must be physically located in Saudi Arabia.
• Hardworking & relentless: You thrive under pressure and are willing to put in the hours to get the job done.
• Tech-proficient: You have experience working with multiple systems, capturing data in CRMs, and using tools like WhatsApp, Slack, and VOIP systems to manage communications effectively.
• Sales-oriented: Background in software sales or a related high-touch sales role is a plus.
• Detail-driven: You can juggle multiple priorities without dropping the ball.
• Fluent in English: Exceptional spoken and written communication skills are a must.
• Charismatic & engaging: You have strong presentation skills and can connect with clients from all cultures and backgrounds.
• Active lifestyle enthusiast: Passion for sports, wellness, yoga, fitness, or similar interests is a strong cultural fit with Flow’s brand.
• Ability to drive: A valid driver's license is required.
• Ability to work across multiple sites: Flexibility to travel between different Flow locations as needed.

Additional Information Why Join Flow? Exciting growth opportunity: Be part of a fast-growing company shaping the future of residential living in the Middle East. Competitive compensation & benefits. A chance to make an impact: Help build a vibrant international community and redefine what it means to call Flow home.

XML job scraping automation by YubHub