[Hiring] Professional Services Contact Center Engineer @RingCentral

Role Description

The Professional Services Contact Center Engineer at RingCentral will drive the implementation of RingCX and RingCentral Contact Center (RCCC) functionality within new Contact Center designs, builds, and training. You will provide quality service to customers by ensuring the full benefits of the proposed solutions — including RingCentral's AI capabilities — are being delivered to them. This role is responsible for all technical aspects of project implementation and project management, executed to RingCentral standards and within agreed timelines.

• System Build & Implementation: Manage end-to-end technical implementation of RingCX and RingCentral Contact Center (RCCC) projects, including call flow configuration, IVR/ACD routing, dialer setup, and PBX/CTI integration.
• Integrations & APIs: Connect RingCentral solutions to customers' existing systems using REST APIs and webhooks, syncing data with CRM and helpdesk platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite.
• AI-Enabled Solutions: Support the deployment of RingCentral's AI capabilities, such as AIRPro, within contact center implementations, helping customers realize the full value of AI-powered features.
• Solution Design: Assess solution specifications against customer requirements and recommend designs or changes that optimize value for both the customer and RingCentral.
• Project Delivery: Manage multiple concurrent implementations across customers, operating with minimal oversight, and keep timelines on track across requirements gathering, configuration, training, testing, and rollout.
• Documentation: Complete customer-facing documentation throughout the implementation process, including meeting presentations, business requirements documents, and sign-off agreements.
• Task Execution: Execute tasks and produce deliverables as outlined in the Project Plan and as directed by the Project Manager.
• Status Reporting: Support the Project Manager with status reporting and escalation of issues.
• Consultation: Provide technical consultation to customers, ensuring they realize the full benefits of their RingCentral solution.
• Global Support: Support customers across multiple geographies, coordinating across time zones as needed.

Qualifications

• BA/BS in a technical discipline or equivalent experience.
• Minimum of 2 years of experience in a Professional Services Implementation role; Contact Center industry experience is required.
• Working knowledge of JavaScript, HTML, familiarity with logic-based coding, networking; RESTful APIs; WFM; PBX; Dialer; ACD; CTI; VoIP; and IVR/VRU systems.
• Basic familiarity with AI-enabled contact center capabilities (e.g., conversational IVR, AI-assisted QA, RingSense AI) and willingness to build AI fluency as RingCentral's AI feature set expands.
• Strong analytical skills, with the ability to identify, analyze, interpret, and resolve both practical and complex problems.
• Excellent verbal and written communication skills, with the ability to develop and maintain productive client relationships.
• Ability to operate with minimal guidance in a fast-paced, dynamic environment; comfortable supporting customers across multiple geographies. Some occasional travel may be required (e.g., customer on-site visits).

Requirements

• Strong background in contact center platforms and tools (e.g., NICE, Dialpad, Five9); working knowledge of CRM and Lead Management platforms (Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, Siebel, Velocify, etc.); active Contact Center certifications.

Benefits

• Comprehensive medical, dental, vision, disability, life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits.
• Voluntary supplemental health coverage and life insurance.
• 401K match and ESPP.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits (IVF, Preservation, Adoption etc.).
• Emergency backup care (Child/Adult/Pets).
• Employee Assistance Program (EAP) with counseling sessions available 24/7.
• Free legal services that provide legal advice, document creation and estate planning.
• Employee bonus referral program.
• Student loan refinancing assistance.
• Employee 1:1 coaching, perks and discounts program.