Sr. Subject Matter Expert, Customer Experience

Say hello to opportunities.   If you’re looking to be part of what’s next in communication, you’re in the right place.   At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.   With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications   About the Role The Senior SME is the highest individual-contributor technical role in the SME practice. This person has not just done the work — they have done it at significant scale, in complex environments, across multiple platforms, and over an extended career. They are recognizable by peers and counterparts as a domain authority.   The Sr. SME handles the most technically demanding engagements: multi-workstream, multi-product-line, strategically sensitive, or high-churn-risk accounts. They are the internal escalation point within their specialty lane and a key driver of the product feedback loop at the strategic level.   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 [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) This role requires a materially higher credential bar than the SME. Examples: Personally led the design and build of contact center platforms for 20+ enterprise or mid-market customers — able to speak to architectural decisions, trade-offs, and lessons learned Served as a senior solutions engineer, principal architect, or practice lead at a UCaaS/CCaaS vendor — carrying the most complex accounts in the portfolio Designed and delivered integrations between CCaaS platforms and enterprise systems at a complexity level requiring custom API development or middleware design Operated at the intersection of AI/automation and contact center — building deterministic routing logic, configuring conversational AI, or designing agentic workflows in production Held a hands-on technical leadership role on the enterprise/client side — responsible for architecture, vendor selection, and implementation of the organization's contact center infrastructure   What You'll Do Advanced Engagements (TSM-Coordinated) Own the most complex engagements — those involving multiple product lines, deep integration requirements, regulatory constraints, or strategic retention stakes Lead multi-session engagement programs for large enterprise customers: discovery, architecture review, configuration assessment, optimization design, and findings delivery Produce executive-level health check presentations — translating technical findings into business risk and opportunity language for C-suite audiences Engage directly on at-risk or NPS-distressed accounts when technical depth is the determining factor in retention outcome SME Practice Enablement Serve as the technical escalation point within your specialty lane for other SMEs Develop internal reference materials: architecture playbooks, integration patterns, configuration standards, and engagement templates Contribute to internal training on evolving product capabilities and emerging customer use cases Product Feedback — Strategic Level Lead structured product feedback sessions with Product Management — synthesizing intelligence across multiple engagements into prioritized, evidence-backed input Represent field reality in roadmap reviews: where customers are hitting walls, what competitors offer that RingCentral does not, which gaps carry the highest churn risk   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. Lanes 1 and 4 carry a higher hands-on bar defined in their specialty lane addendum. For all other lanes, this section defines the floor.   The AI landscape in UCaaS, CCaaS, and agentic communications is moving faster than any other area of the product portfolio. An SME who cannot speak credibly to how AI tools apply to their domain will lose credibility with customers and TSMs quickly. 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 Experience — Required Minimum 8–12 years of hands-on technical experience in UCaaS, CCaaS, or a directly related enterprise communications domain A career that reads as a progression of increasing technical complexity — not lateral moves within the same role type Deep, documented expertise in your specialty lane — the kind a peer technical expert can test and validate through a real conversation A portfolio of work you can walk through in detail: environments, architectures, integrations, outcomes, and problems you personally solved Credentials Platform certifications at an advanced or professional level strongly preferred Formal education (Bachelor's degree or higher) is a strong plus; advanced degree in a relevant field noted positively A professional history that a senior technical interviewer will find credible and dense — not vague, not committee-based   RingCentral's Three Business Lines This role spans RingCentral's full product portfolio: UCaaS — RingEX: Cloud communications, voice, video, messaging, and collaboration CCaaS — RingCX: Cloud contact center, ACD, IVR/IVA, WFM, analytics, and omnichannel routing Agentic AI — NOVA & RingSense: AI-powered automation, deterministic routing, real-time agent assistance, and post-call intelligence 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 RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.   About RingCentral 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. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more. RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you. If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $100,000 and $150,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience. This role has an application deadline of June 21,2026. Please apply prior to the deadline to be considered for the role.   #LI-JW1