Subject Matter Expert, Customer Experience

RingCentral

1d•Remote

About The Position

RingCentral is building the future of AI-powered business communications, leveraging its agentic voice AI portfolio (AIR, AVA, and ACE) to deliver automation, assistance, and insights across the conversation lifecycle. With over $2.5B in ARR and $250M invested in R&D annually, RingCentral aims to create seamless, intelligent experiences for businesses globally. The Subject Matter Expert (SME) role is for a credentialed, hands-on product and domain specialist. This is not a generalist consulting or relationship management position. The SME is expected to have practical experience in building, configuring, breaking, and fixing systems in real enterprise environments at scale. SMEs are engaged by a Technical Success Manager (TSM) on an as-needed basis when a customer requires specialized expertise beyond the TSM's scope. The SME's role is to execute specific tasks and then exit, with the TSM retaining ownership of the customer relationship throughout. RingCentral is a global leader in agentic voice AI–powered business communications, offering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. The company applies AI at every phase of the conversation journey to enable businesses to work smarter, respond faster, and connect more meaningfully with customers.

Requirements

Personally designed and built IVR/IVA call flows for enterprise contact centers — not supervised, not reviewed: designed and built
Configured ACD routing logic, skill-based routing, and overflow rules for a contact center with 200+ agents
Implemented a CRM or ERP integration with a CCaaS platform end-to-end — data mapping, API configuration, and go-live support
Stood up a workforce management platform (scheduling, forecasting, real-time adherence) for a multi-site operation
Operated in a technical post-sales, implementation, or systems engineering capacity at a UCaaS or CCaaS vendor — or as a hands-on practitioner on the customer/enterprise side
Vendor-side experience (NICE CXone, Genesys, Five9, Avaya, Cisco, 8x8, Zoom, RingCentral, Twilio, AWS Connect) and enterprise practitioner experience are both valid pathways. Advisory experience without hands-on execution does not qualify.
Demonstrate business application fluency in AI.
Can 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
Has used 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 can describe what it did well and where it fell short
Understands 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
Can 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
Understands 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
Minimum 5 years of hands-on technical experience in UCaaS, CCaaS, or a directly related enterprise communications domain
At least 3 of those years must involve direct configuration, build, or implementation work — not oversight or consulting from a distance
Demonstrable track record in your specialty lane: you can name the customers, describe the environments, and explain the decisions you made
Documented professional history that a technical interviewer can interrogate
Direct and specific — you communicate with precision and don't hide behind vague language
Credible under pressure — comfortable being challenged by technically sophisticated customers or internal engineers
Efficient — you scope engagements clearly, work within them, and produce usable output without extensive editing
You need to be professional, prepared, and technically unimpeachable

Nice To Haves

Relevant platform certifications strongly preferred
Formal education (Bachelor's degree or higher in a technical or business field) is a strong plus

Responsibilities

Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth
Lead focused, time-bound engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations
Conduct platform health checks — assessing how the customer has deployed RingCentral products against their stated business requirements
Deliver findings professionally — written output and verbal presentation to 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 three RingCentral business lines
Contribute to internal playbooks, configuration guides, and reference materials for TSMs and fellow SMEs

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