Professional Services Consultant - Job Description


Job Title: Professional Services Consultant

Business Function: Customer Success Group

Location: Sydney, Australia APAC

Reporting To: Professional Services Manager


Vonage is a global provider of business communications consisting of cloud-based Contact Centres, Unified Communications solutions and communication API’s.

Key to our value proposition is our rich integration into Salesforce. We have been integrated to Salesforce for over 13 years, we are a Top 25 ISV Summit Partner, are Lightning ready and have over 750+ reviews on the Appexchange averaging a 5 star rating.

We are looking to grow our APAC Professional Services team and have an open opportunity for a Salesforce administrator with a background in Contact Centre and Unified Communications. Based in a prime location Sydney (and next to Salesforce), with beautiful harbour views, we are looking for someone who fits the following attributes:



  • Has several years of experience with Salesforce (preferably a Salesforce Certified Administrator or Salesforce Certified Advanced Administrator).

  • Has several years of experience with Contact Centres and/or Unified Communications domain.

  • Experience of working in a client-focused environment, putting the customer first.

  • Proven track record in performing well in a fast-paced environment with the organisational skills to manage multiple projects with tight deadlines effectively.

  • Exceptional verbal and written communication skills.

  • Great relationship builder, capable of engaging with stakeholders at all levels.

  • Is a self-starter, highly self motivated and looking to join a like minded team.

  • Excellent Documentation skills.

  • Focus on Process Improvement.


  • Experience working on the Systems Integrator/ Salesforce partner side would be beneficial.

  • Project Management experience or experience working in large scale enterprise projects.

  • Experience with ServiceNow and/or Microsoft Dynamics would be highly regarded.

About the role:

Your role as a Professional Services Consultant, will be implementing and delivering Vonage solutions for our customers. Either working on your own projects or as part of a wider project team, our PS consultants are friendly, customer focussed and passionate about delivering exceptional levels of service to our customers.

The day to day:

Develop close relationships with our customers and our internal Vonage team to work collaboratively to:

    • Analyse customer goals, objectives, and needs by leading Requirements and Design workshops.

    • Capturing and documenting these into Solution Design Documents.

    • Configure and implement new Contact Centre and Unified Communcations solutions.

    • Create or provide guidance on report building.

    • Modify or develop process builders to work with our solution.

    • Ensure users understand and have the ability to use and apply new by conducting training through a number of different mediums.  

    • Analyse, Diagnose and resolve technical issues as they occur

    • Create and Review Statements of Work (SOW) for customer projects. This includes sizing, estimating effort, defining scope etc.

This is a technology implementation role, where (as a solution where one of our key benefits is Salesforce integration) you will be tapping into your Salesforce skills and experience.

Prior to Covid-19, this role would have required some travelling, primarily within the Australia and New Zealand regions as customer deployments were often done on-site. Travel to other destinations would also occasionally be required. However, Covid-19, the role and the team have all been working remotely. As a communications provider, we have been “drinking our own champagne” and have been using our own Vonage Meetings tool for meetings and our Vonage Business Communications (VBC) tool for phone calls.


In addition to your salary, the following benefits are also provided as a Vonage APAC employee:

  • Bonus (10% of salary)

  • Health Insurance subsidy $1000 a year.

  • Mobile phone BYOD reimbursement $100 a month.

Apply for this Job

* Required


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Vonage are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.