Sr. Subject Matter Expert, Customer Experience

RingCentral

About The Position

The Senior SME is the highest individual-contributor technical role in the SME practice. This person has not just done the work — they have done it at significant scale, in complex environments, across multiple platforms, and over an extended career. They are recognizable by peers and counterparts as a domain authority. The Sr. SME handles the most technically demanding engagements: multi-workstream, multi-product-line, strategically sensitive, or high-churn-risk accounts. They are the internal escalation point within their specialty lane and a key driver of the product feedback loop at the strategic level. Engagements are initiated and coordinated exclusively by the Technical Success Manager (TSM). The TSM owns the customer relationship and pulls the SME in and out as needed. The SME is a specialist resource — not a primary account owner. 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. 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.

Requirements

Personally led the design and build of contact center platforms for 20+ enterprise or mid-market customers — able to speak to architectural decisions, trade-offs, and lessons learned
Served as a senior solutions engineer, principal architect, or practice lead at a UCaaS/CCaaS vendor — carrying the most complex accounts in the portfolio
Designed and delivered integrations between CCaaS platforms and enterprise systems at a complexity level requiring custom API development or middleware design
Operated at the intersection of AI/automation and contact center — building deterministic routing logic, configuring conversational AI, or designing agentic workflows in production
Held a hands-on technical leadership role on the enterprise/client side — responsible for architecture, vendor selection, and implementation of the organization's contact center infrastructure
Minimum 8–12 years of hands-on technical experience in UCaaS, CCaaS, or a directly related enterprise communications domain
A career that reads as a progression of increasing technical complexity — not lateral moves within the same role type
Deep, documented expertise in your specialty lane — the kind a peer technical expert can test and validate through a real conversation
A portfolio of work you can walk through in detail: environments, architectures, integrations, outcomes, and problems you personally solved
A professional history that a senior technical interviewer will find credible and dense — not vague, not committee-based

Nice To Haves

Platform certifications at an advanced or professional level strongly preferred
Formal education (Bachelor's degree or higher) is a strong plus; advanced degree in a relevant field noted positively

Responsibilities

Own the most complex engagements — those involving multiple product lines, deep integration requirements, regulatory constraints, or strategic retention stakes
Lead multi-session engagement programs for large enterprise customers: discovery, architecture review, configuration assessment, optimization design, and findings delivery
Produce executive-level health check presentations — translating technical findings into business risk and opportunity language for C-suite audiences
Engage directly on at-risk or NPS-distressed accounts when technical depth is the determining factor in retention outcome
Serve as the technical escalation point within your specialty lane for other SMEs
Develop internal reference materials: architecture playbooks, integration patterns, configuration standards, and engagement templates
Contribute to internal training on evolving product capabilities and emerging customer use cases
Lead structured product feedback sessions with Product Management — synthesizing intelligence across multiple engagements into prioritized, evidence-backed input
Represent field reality in roadmap reviews: where customers are hitting walls, what competitors offer that RingCentral does not, which gaps carry the highest churn risk
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
Use 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 describe what it did well and where it fell short
Understand 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
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
Understand 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

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