About The Position
RingCentral is seeking a Sr. Customer Enablement Practitioner, a hands-on technical expert focused on building, configuring, and troubleshooting production environments. This role is crucial for providing deep domain expertise when a Technical Success Manager (TSM) identifies complex customer needs, ranging from targeted consultations to AI workflow design and optimization programs. The practitioner will lead technical engagements from start to finish, requiring specific expertise in API and integration design within enterprise environments, with a strong emphasis on personal accountability for delivery. The ideal candidate will be prepared to discuss data models, API orchestration, and architectural trade-offs.
Requirements
- Minimum 8 years of hands-on technical work in CCaaS post-sales, professional services, or solutions engineering, with direct responsibility for integration design and delivery.
- Experience on the vendor side (UCaaS/CCaaS) or on the enterprise/client side in a hands-on technical capacity.
- Personal ownership of CRM and ERP integrations for enterprise contact centers.
- Ability to discuss data models, API calls made, failure modes, automation scripting/workflows, and architectural decisions.
- REST API fluency; has written API calls, read documentation critically, debugged integration failures, and designed retry/error handling logic.
- Experience with RingCX Studio scripting or equivalent CCaaS scripting platforms.
- Middleware and iPaaS experience; has designed or assessed MuleSoft, Boomi, or equivalent integrations in a CCaaS context.
- Proven ability to recover integrations that failed in production.
- Communicate with a professional, cordial, and personable demeanor in all interactions.
- Take full responsibility for your tasks and communication, ensuring complete follow-through and timely delivery.
- Provide direct and specific technical communication, avoiding ambiguity and maintaining clarity on complex topics.
- Remain credible and composed when navigating technical challenges with sophisticated customers or internal stakeholders.
- Scope engagements with clarity and produce high-quality deliverables that require minimal revision.
- Focus on technical unimpeachability and preparedness, serving as the subject matter expert while the TSM manages the primary relationship.
Nice To Haves
- Relevant platform certifications strongly preferred: RingCentral certifications, NICE CXone, Genesys, Five9, Salesforce, ServiceNow, or equivalent.
- A documented professional history detailing project scopes, systems touched, mistakes learned from, and outcomes delivered that a technical interviewer can interrogate.
Responsibilities
- Act as a pull-in specialist for TSMs on complex configurations, API integration architecture, advanced feature adoption, or platform optimization.
- Lead focused, time-bound customer discovery sessions, configuration reviews, and design workshops, delivering actionable recommendations via formal written findings.
- Assess deployment against business requirements, identifying gaps, risks, and missed capabilities in the customer's RingCentral environment.
- Consult on complex scenarios including API reviews, CRM/ERP integration patterns, and platform scripting.
- Present technical findings and recommendations to both technical leads and senior business stakeholders.
- 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.
- Maintain current, deep knowledge of your specialty lane across all RingCentral products.
- Contribute to all knowledge resources for RingCentral teams.
- Stay current on competitive platform capabilities (NICE CXone, Genesys, Five9, Zoom) within your domain.
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 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
