[Hiring] Subject Matter Expert, Customer Experience @RingCentral

Role Description

The Subject Matter Expert (SME) is a credentialed, hands-on product and domain specialist. This is not a relationship role and not a consulting role in the generalist sense. The SME has built things, configured things, broken things, and fixed them — in real enterprise environments, at real scale, under real pressure. Their background is traceable and demonstrable.

The SME is engaged by the Technical Success Manager (TSM) on a pull-in basis when a customer requires expertise beyond what the TSM can cover alone. The SME executes, then exits. The TSM owns the customer relationship before, during, and after.

Engagement Coordination

• Engagements are initiated and coordinated exclusively by the Technical Success Manager (TSM).
• The TSM owns the customer relationship and pulls the SME in and out as needed.
• The SME is a specialist resource — not a primary account owner.

Specialty Lane

• ACD/IVR/IVA & Conversational AI
• Platform Scripting, APIs & CRM/ERP Integrations
• Carrier, SIP & Outbound Compliance
• Reporting, AI Insights & Analytics
• WEM/WFM & Quality Management
• Omnichannel & Digital Channel Design

What You've Done (Credential Bar)

• Personally designed and built IVR/IVA call flows for enterprise contact centers — not supervised, not reviewed: designed and built.
• Configured ACD routing logic, skill-based routing, and overflow rules for a contact center with 200+ agents.
• Implemented a CRM or ERP integration with a CCaaS platform end-to-end — data mapping, API configuration, and go-live support.
• Stood up a workforce management platform (scheduling, forecasting, real-time adherence) for a multi-site operation.
• Operated in a technical post-sales, implementation, or systems engineering capacity at a UCaaS or CCaaS vendor — or as a hands-on practitioner on the customer/enterprise side.
• Vendor-side experience (NICE CXone, Genesys, Five9, Avaya, Cisco, 8x8, Zoom, RingCentral, Twilio, AWS Connect) and enterprise practitioner experience are both valid pathways. Advisory experience without hands-on execution does not qualify.

What You'll Do

• Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth.
• Lead focused, time-bound engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations.
• Conduct platform health checks — assessing how the customer has deployed RingCentral products against their stated business requirements.
• Deliver findings professionally — written output and verbal presentation to technical leads and senior business stakeholders.

Product Feedback

• Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements.
• Submit structured input through the SME-to-Product feedback channel after each engagement.
• Participate in product beta programs and early access initiatives within your specialty lane.

Internal Knowledge

• Maintain current, deep knowledge of your specialty lane across all three RingCentral business lines.
• Contribute to internal playbooks, configuration guides, and reference materials for TSMs and fellow SMEs.

AI Fluency — Baseline Requirement

• AI Tier: Business Application (Universal Baseline).
• Every SME in this practice — at every level and in every lane — must demonstrate business application fluency in AI.
• The AI landscape in UCaaS, CCaaS, and agentic communications is moving faster than any other area of the product portfolio.

What Business Application Fluency Means

• Can explain what AI tools are available in the RingCentral portfolio — NOVA, RingSense, ACE, IVA, agent assist — and describe their business application in plain terms to a customer or TSM.
• Has used at least one AI tool in a professional context: a bot, an AI-assisted QM tool, an agent assist platform, or a generative AI productivity tool — and can describe what it did well and where it fell short.
• Understands what LLMs can and cannot do in a customer-facing contact center context: where they add value, where hallucination is a risk, and why deterministic routing is sometimes the right answer.
• Can hold a credible conversation with a customer about AI use cases in their domain — routing intelligence, quality automation, self-service containment, real-time agent guidance — without overpromising.
• Understands the difference between AI that is configured and tuned (IVA, QM scoring, agent assist) and AI that is trained (LLMs, NLU models) at a conceptual level sufficient to set correct customer expectations.

What Does Not Meet This Bar

• Has read about AI tools but has not used one in any professional capacity.
• Cannot describe a specific AI use case in their specialty lane and how it would improve a customer business outcome.
• Conflates AI marketing language with actual product capability — cannot distinguish between a rule-based bot and an LLM-powered IVA.

What You'll Bring

• Minimum 5 years of hands-on technical experience in UCaaS, CCaaS, or a directly related enterprise communications domain.
• At least 3 of those years must involve direct configuration, build, or implementation work — not oversight or consulting from a distance.
• Demonstrable track record in your specialty lane: you can name the customers, describe the environments, and explain the decisions you made.

Credentials

• Relevant platform certifications strongly preferred.
• Formal education (Bachelor's degree or higher in a technical or business field) is a strong plus — not a screen-out, but noted positively.
• Documented professional history that a technical interviewer can interrogate.

How You Work

• Direct and specific — you communicate with precision and don't hide behind vague language.
• Credible under pressure — comfortable being challenged by technically sophisticated customers or internal engineers.
• Efficient — you scope engagements clearly, work within them, and produce usable output without extensive editing.
• You do not need to be a natural relationship-builder; the TSM handles that. You need to be professional, prepared, and technically unimpeachable.

What we offer

• Comprehensive medical, dental, vision, disability, life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits.
• 401K match and ESPP.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave and new parent gift boxes.
• 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 perks and discounts program.

Company Description

RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction.