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 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.

What You've Done (Credential Bar)

Candidates must be able to point to specific, verifiable work. Illustrative examples of the experience 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

Customer Engagements (TSM-Coordinated)

• 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

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 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

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.

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