Contact Center Expert - Workforce Management

Contact Center Expert- Workforce Management Say hello to opportunities. If you’re looking to be part of what’s next in communication, you’re in the right place. At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere. With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications. This is where you and your skills come in. We’re currently looking for: The Contact Center Expert - Workforce Managemen t is a credentialed, hands-on product and domain specialist viewed as a subject matter expert. This is not a relationship role and it is not a consulting role in the generalist sense. The practitioner built things, configured things, broken things, and fixed them - in production environments. We learn more from mistakes than successes and it’s important that you’ve made mistakes and worked through them with positive outcomes. That insight will be valuable to the customers you assist. You are engaged by the Technical Success Manager (TSM) when a customer requires expertise that goes beyond what the TSM can cover. The engagement may be a targeted consultation, a platform health check, an AI or workflow design session, or a multi-session optimization program. The engagements will have a defined scope, an associated cost to the customer, and defined start and exit dates. The TSM owns the customer relationship throughout and you will own the engagement from start to finish. Job Responsibilities: Customer Engagements Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth - complex configuration, design discussions, workflow brainstorming sessions, forecasting discussions, QA processes, data and analytics, etc Lead focused, time-bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs Forecast methodology review: historical volume data, pattern identification, shrinkage assumptions, and forecast accuracy against actuals Schedule build assessment: schedule configurations, shift templates, bidding or assignment rules, and coverage gap analysis Real-time adherence (RTA) configuration: adherence states, tolerance thresholds, and agent activity code configuration Multi-site WFM design: configuration for customers with distributed contact center operations across time zones and geographies QM evaluation form design: assessing whether evaluation forms are built to measure behaviors that correlate with customer satisfaction and compliance outcomes Calibration program configuration: calibration session setup, scoring variance analysis, and inter-rater reliability processes QM workflow configuration: evaluation assignment logic, acknowledgment workflows, coaching integration, and dispute resolution processes Traditional QM reporting: evaluation completion rates, score distribution, trend analysis, and coaching effectiveness measurement Deliver findings and recommendations professionally - written output and verbal presentation to technical leads and senior business stakeholders Product Feedback 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 Internal Knowledge 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 How You Work Communication is top notch - you speak professionally, cordially, and personable Ownership - you own your communication as well as the tasks, don’t let balls drop, you follow up and follow through Direct and specific - you communicate with precision about technical topics and don't hide behind vague language Credible under pressure - you are comfortable being challenged by technically sophisticated customers or internal engineers Efficient - you scope an engagement clearly, work within it, and produce output that is usable without extensive editing You do not need to be a natural relationship-builder; the TSM handles that. You need to be professional, prepared, and technically unimpeachable To succeed in this role you must have experience in: Candidates must be able to point to specific, verifiable work within the WFM and QA specialties and have had personal accountability for design and delivery in enterprise environments. You have personally built forecasts, configured schedules, set up adherence tracking, and designed QM forms for real operations. The following are illustrative examples of the kind of experiences we're looking for. Desired Qualifications: Minimum 7 years of hands-on WFM work - as a WFM analyst, WFM configuration specialist, or CCaaS professional services engineer with WFM as primary scope Deep hands-on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM Personal ownership of WFM configuration for multi-site operations - able to describe the site structure, volume split assumptions, and schedule design decisions Direct experience with QM platform configuration on at least one platform - evaluation form design, calibration setup, and QM reporting Experience diagnosing WFM configuration failures - forecast accuracy issues, adherence state misconfiguration, schedule build errors - and correcting them in production A detailed track record citing the projects, describing the environments, outlining the mistakes, and explaining the decisions you made Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered What we offer: Comprehensive HMO package (medical and dental) Personal Time Off Leaves Quarterly Performance Bonus Employee Assistance and Wellness Programs RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. About RingCentral/Acquire Intelligence 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. Visit to learn more. RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you. Acquire Intelligence transforms the way companies grow and operate by combining intelligent global outsourcing with AI consulting and implementation to accelerate growth and transform business at scale. We eliminate inefficiencies, automate with intent, and reallocate work to where it performs best. With 9,000 employees across Australia, the Philippines, the Dominican Republic, and the United States, we provide secure and scalable solutions in customer experience, back office, and digital operations. Founded in 2006, Acquire offers flexible delivery models ranging from building Remote Teams to comprehensive outsourcing in both onshore and offshore locations. Our AI division accelerates transformation with automation strategies that deliver guaranteed ROI. All solutions are backed by deep expertise and enterprise grade compliance. At Acquire Intelligence, we are Safe, Flexible, and Innovative. We deliver transformation with intent, impact, and entrepreneurial energy. By completing your application for this role, you: Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities Have read and agreed to our Data Privacy Policy