Senior Manager, Professional Services

RingCentral

6d•$88,000 - $165,000•Hybrid

About The Position

RingCentral is seeking a Senior Manager, Professional Services to lead a team of Contact Center Delivery Engineers and Engineer Leads. This role is responsible for delivering CCaaS implementations to enterprise customers, ensuring delivery quality and consistency, developing and enforcing standardized delivery methodology, and representing Professional Services in cross-functional planning. This is a people-management and program-leadership role accountable for team performance, development, delivery outcomes across multiple concurrent enterprise engagements, and the maturity of Professional Services' delivery practice as it scales. RingCentral is a $2.5 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, investing over $250 million annually in AI-enabled technology.

Requirements

5+ years leading customer-facing technical teams (Professional Services, Implementation, or Solutions Engineering); prior experience managing managers or senior engineers is a plus.
7+ years total experience in Professional Services, technical implementation, or customer-facing delivery roles, including direct project delivery experience.
Demonstrated experience delivering enterprise-scale implementations (hundreds of sites and/or thousands of users) with high-profile customers.
Experience owning delivery methodology, standardized reporting, or process improvement within a Professional Services or implementation organization.
Bachelor's degree or equivalent professional experience.
Strong written and verbal English communication skills; comfortable presenting to executive stakeholders.

Nice To Haves

Enterprise contact center / CCaaS industry experience with platforms such as NICE inContact, Genesys, Cisco, Avaya, Five9, 8x8, Talkdesk, or similar.
PMP, Agile/Scrum, Six Sigma, or ITIL certification.
Experience developing new Professional Services offerings, SOW templates, or delivery playbooks.
Familiarity with Customer Experience (CX) and Customer Journey Mapping frameworks.
Experience with AI-powered contact center capabilities (e.g., conversational IVR/virtual agents, AI-assisted QA, agent-assist, sentiment/intent analytics) and guiding delivery teams through AI-enabled implementations.

Responsibilities

Manage, coach, and develop a team of Delivery Engineers and Engineer Leads delivering CCaaS implementations for North American enterprise customers.
Own hiring, performance management, and career development for the team, including coaching engineers from early-career through experienced-professional levels.
Set and monitor individual and team goals aligned to delivery quality, customer satisfaction, and utilization targets.
Manage shift coverage and workload distribution across the team, ensuring adequate support for North American business hours.
Own and evolve a standardized, documented delivery methodology (project plans, requirements templates, testing/sign-off processes) and drive team adherence to it.
Establish and maintain repeatable delivery assets — code libraries, configuration templates, standard SOWs — to reduce delivery time and variability across engagements.
Monitor delivery quality across the team's active projects; identify and resolve at-risk engagements before they escalate.
Partner with Sales, Customer Success, Support, and Product Management to align on customer commitments, product roadmap, and delivery capacity.
Represent the delivery team's status, risks, and capacity in PMO-wide reporting for executive stakeholders.
Escalation point for high-profile or at-risk enterprise engagements within the team's portfolio.
Contribute to the development of new Professional Services offerings and supporting artifacts (SOW templates, delivery playbooks, best-practice guides).
Evaluate and champion the use of AI within contact center delivery — both AI-related product capabilities being implemented for customers, and AI tooling to improve the team's own delivery efficiency (e.g., automated documentation, code/config generation, QA).

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