AI Agent Customer Engineer

RingCentral

2d•Remote

About The Position

Say hello to opportunities. It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. AIR Pro is RingCentral’s agentic AI platform for enterprise voice and digital customer interactions. The platform enables organizations to automate customer experience conversations with measurable business outcomes. This is where you and your skills come in. We’re currently looking for: an AI Agent Customer Engineer. This role is responsible for closing the gap between solution acquisition and value realization. This is a technical deployment role, not a services or support function. AI Agent Engineers operate within strategic customer accounts, translating operational requirements into production-grade agentic AI experiences with direct accountability for business outcomes. This team operates within the AIR Pro GTM organization, working cross-functionally with Product, Engineering, Professional Services, and Support. AI Agent Engineers are assigned to a focused portfolio of strategic accounts, with the expectation of depth over breadth: thorough engagement, production deployment, proven ROI, and account expansion. This is a remote position based in the United States, with travel to customer sites as required (typically 20-30%).

Requirements

4+ years of experience in a customer-facing technical role, such as Solutions Architecture, Technical Consulting, Forward Deployed Engineering, or a high-touch Sales Engineering position involving hands-on implementation.
Demonstrated proficiency with large language models, retrieval-augmented generation, vector databases, and agent orchestration frameworks.
Proven ability to communicate effectively across technical and executive audiences, such as leading design reviews with engineering teams and presenting business cases to senior operations leadership.
Demonstrated ability to operate independently in ambiguous, fast-moving environments with incomplete information and competing priorities.
Bachelor’s Degree or equivalent military and/or work experience

Nice To Haves

Telephony domain expertise, including SIP, WebRTC, SBCs, or direct experience with CCaaS/UCaaS platforms.
Experience deploying agentic AI systems (voice or digital) at enterprise scale.
Industry depth in healthcare, financial services, retail, or insurance.
Familiarity with competitive conversational AI platforms.

Responsibilities

Customer Discovery and Solution Design Engage directly with customers to discover requirements, map business processes, prioritize high value use cases and translate them into AI agent behaviors and workflows, focused on measurable ROI
Conduct detailed workflow analysis of existing customer processes, including call routing, agent scripts, escalation paths, and back-office handoffs, to determine optimal points for AI automation.
Establish clear success criteria prior to deployment, including containment rates, handle time reduction, resolution accuracy, and cost per interaction.
Own the end to end Agent Development Lifecycle by continuously monitoring performance through observability, metrics, and customer feedback, and iterating on agent behavior to drive ongoing improvements and business outcomes.
Technical Build and Deployment Design and implement multi-turn agent workflows, including prompt chains, retrieval pipelines, decision logic, fallback handling, and live-agent handoff rules.
Build integrations between AIR Pro and customer systems of record (CRMs, EHRs, ERPs, ticketing platforms, custom APIs) using secure authentication protocols (such as OAuth 2.0, SAML, SCIM).
Implement compliance and safety controls appropriate to the customer’s environment, including guardrails, PII handling, HIPAA, PCI, and other controls.
Deploy monitoring, evaluation, and testing frameworks as necessary to enable ongoing measurement and optimization of agent performance.
Go-to-Market Partnership Serve as the senior technical resource during pre-sales engagements for strategic accounts, including live demonstrations, proof-of-concept builds, and RFP/RFQ response development.
Collaborate with the Dedicated AE, Digital Overlay team, and RingCentral Sales Engineers to qualify opportunities, scope deployment requirements, and establish delivery timelines.
Develop expansion business cases from pilot results that Sales can present to additional departments or business units within the account.
Product and Engineering Feedback Document integration patterns, platform limitations, and recurring customer requirements encountered during deployments.
Provide structured feedback to Product and Engineering with sufficient technical detail to inform roadmap prioritization and feature development.

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