Director of AI, Professional Services

RingCentral

About The Position

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. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. This is where you and your skills come in. We’re currently looking for: A Director of AI for Professional Services responsible for the strategic and operational leadership of the technical delivery teams. This role drives the AI strategy across the organization, aligns with the enterprise roadmap and go-to-market approach, and is key to scaling the organization operationally and driving consultative best practices and playbooks. This role provides first-level supervision, coaching, and support to Professional Services staff, ensuring they deliver the highest level of technical expertise and support to customers. This includes supporting the team in creating innovative technical designs to help acquire new customers and increase penetration within the existing customer base. The position also supports sales acquisition efforts and represents company solutions to prospective clients. Additionally, the Director is expected to influence product and process improvement initiatives by identifying and removing barriers, and modifying or enhancing current processes.

Requirements

7+ years background in running a Professional Services practice, business or overall team.
Leadership Experience: Proven successful track record running a P&L business.
Proven ability to build and lead high-performing teams, including hiring, retaining, and developing talent.
Experience in managing team goals, delegation, accountability, and empowerment.
Strategic Thinking: Demonstrated expertise in developing and implementing long-term product strategies, particularly for Contact Center services.
Ability to provide strategic direction and contribute to global growth strategies and international expansion plans.
Operational Management: Strong background in managing operational aspects of Professional Services and Contact Center delivery teams.
Experience in ensuring technical sales support, implementing automation (PSA), and establishing training programs.
Technical Proficiency: Expert-level knowledge in UCaaS and CCaaS technologies, including IVR systems, email integrations, API integrations with CRM, and call flow design.
Familiarity with Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.
Project Management: Experience in overseeing the planning, design, and implementation of Contact Center projects, including the creation and review of Business Requirements Documents (BRDs).
Customer Focus: Proven track record of delivering exceptional client service and fostering a customer-centric culture.
Experience in managing critical customer escalations and utilizing CSAT & NPS metrics.
Business Acumen: Understanding and management of key Professional Services metrics (revenue, margin, billable utilization).
Experience in budget management and expense control.
Partnership Development: Ability to support the development of a scalable partner ecosystem to enhance delivery capacity.
Innovation & Continuous Improvement: Experience in innovating delivery models to reduce costs and improve customer experience.
Ability to share best practices and contribute to product enhancements.
Contracting & Negotiation: Experience in creating and managing Statements of Work (SOWs) and utilizing contract negotiation and conflict management skills.
Communication & Collaboration: Excellent communication and interpersonal skills, with the ability to work cross-functionally and partner with various stakeholders.

Responsibilities

AI Leadership and Development Lead AI strategy and enablement within a global SaaS organization, helping translate emerging AI capabilities into customer-relevant solutions and business value.
Define AI positioning, messaging, and target audiences, ensuring alignment between product capabilities, market needs, and go-to-market strategy.
Analyze AI SaaS performance and adoption metrics, including usage trends, customer adoption patterns, and broader market dynamics, to inform strategy and investment decisions.
Develop AI-focused content across the customer journey, including awareness, education, adoption, and value-realization materials.
Collaborate cross-functionally with corporate, product, marketing, and enablement teams to execute AI programs, campaigns, and customer engagement initiatives.
Team Leadership & Development: Build and lead high-performing teams, hiring and retaining top talent in appropriate roles.
Manage team goals, delegate work effectively, hold reports accountable, and empower direct reports to make decisions.
Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration.
Develop and empower direct reports to make decisions and take action.
Strategic Planning & Direction: Develop and implement long-term product strategies related to Contact Center services.
Provide strategic direction for Contact Center service offerings and packages globally.
Contribute to the development of a growth strategy for the Professional Services team in the global market.
Collaborate with sales leadership on strategic international expansion plans.
Operational Management: Manage operational aspects of Professional Services, including Contact Center delivery teams.
Ensure high-quality technical sales support and expertise for Contact Center solutions.
Lead the implementation of Professional Services Automation (PSA).
Support the establishment of global Training Services & Technical Enablement.
Technical Expertise & Solution Delivery: Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design.
Data Analytics: Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.
Ability to leverage AI conversation insights and analytics to improve performance.
Conversational AI/NLP Knowledge: Deep understanding of Natural Language Understanding (NLU), speech recognition, and Dialog Management.
Experience designing and deploying multi-turn, task-completing agents Proficiency with orchestration frameworks like LangChain, LlamaIndex, or similar Strong understanding of tool-use, function calling, and RAG pipelines Experience with LLM APIs (OpenAI, Anthropic, Gemini) Voice AI experience a plus — ASR/TTS pipelines, latency optimization, streaming Comfort with evals — building test suites to measure agent reliability and accuracy
Provide technical guidance to PS Project Managers, Engineers, and customers.
Oversee the planning, design, and implementation of Contact Center projects, including Business Requirements Documents (BRDs).
Customer & Stakeholder Engagement: Act as an escalation point for critical Contact Center issues.
Demonstrate impeccable client service and foster a customer-centric culture, embracing CSAT & NPS metrics.
Partner with account teams to ensure data accuracy in the sales funnel.
Work cross-functionally to ensure enterprise alignment, providing input on products, customer feedback, and competitive insights.
Financial & Business Management: Understand and manage key Professional Services metrics, including revenue, margin, and billable utilization.
Manage budgets and control expenses for Contact Center services.
Partnerships & Innovation: Support the development of a scalable partner ecosystem to enhance delivery capacity.
Be innovative with delivery models to reduce costs, improve customer experience, and increase profitability.
Share best practices, lessons learned, and contribute to product enhancements and new service offering ideas.
Contracting & Negotiation: Create and manage Statements of Work (SOWs) for Contact Center projects.
Apply contract negotiation and conflict management skills.

Benefits

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
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