Professional Services Contact Center Engineer

Job description

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 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. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. Departmental Role & Strategic Impact The Engineering department within RingCentral's Professional Services Delivery team is responsible for executing the technical implementation, configuration, and deep integration of RingCentral's solutions for customers across all segments. This team acts as the technical engine of the delivery process. They bridge the gap between the initial sale and the final launch, turning high-level business requirements into fully functional, customized technical architectures — including AI-powered Unified Communications and Contact Center environments. About the Role The Professional Services Contact Center Engineer at RingCentral will drive the implementation of RingCX and RingCentral Contact Center (RCCC) functionality within new Contact Center designs, builds, and training. You will provide quality service to customers by ensuring the full benefits of the proposed solutions — including RingCentral's AI capabilities — are being delivered to them. This role is responsible for all technical aspects of project implementation and project management, executed to RingCentral standards and within agreed timelines. Job Duties: System Build & Implementation: Manage end-to-end technical implementation of RingCX and RingCentral Contact Center (RCCC) projects, including call flow configuration, IVR/ACD routing, dialer setup, and PBX/CTI integration. Integrations & APIs: Connect RingCentral solutions to customers' existing systems using REST APIs and webhooks, syncing data with CRM and helpdesk platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite. AI-Enabled Solutions: Support the deployment of RingCentral's AI capabilities, such as AIRPro, within contact center implementations, helping customers realize the full value of AI-powered features. Solution Design: Assess solution specifications against customer requirements and recommend designs or changes that optimize value for both the customer and RingCentral. Project Delivery: Manage multiple concurrent implementations across customers, operating with minimal oversight, and keep timelines on track across requirements gathering, configuration, training, testing, and rollout. Documentation: Complete customer-facing documentation throughout the implementation process, including meeting presentations, business requirements documents, and sign-off agreements. Task Execution: Execute tasks and produce deliverables as outlined in the Project Plan and as directed by the Project Manager. Status Reporting: Support the Project Manager with status reporting and escalation of issues. Consultation: Provide technical consultation to customers, ensuring they realize the full benefits of their RingCentral solution. Global Support: Support customers across multiple geographies, coordinating across time zones as needed. Required Qualifications: Education & Experience: BA/BS in a technical discipline or equivalent experience. Minimum of 2 years of experience in a Professional Services Implementation role; Contact Center industry experience is required. Technical Expertise: Working knowledge of JavaScript, HTML,familiarity with logic based coding, networking; RESTful APIs; WFM; PBX; Dialer; ACD; CTI; VoIP; and IVR/VRU systems. AI Familiarity: Basic familiarity with AI-enabled contact center capabilities (e.g., conversational IVR, AI-assisted QA, RingSense AI) and willingness to build AI fluency as RingCentral's AI feature set expands. Problem-Solving Skills: Strong analytical skills, with the ability to identify, analyze, interpret, and resolve both practical and complex problems. Communication: Excellent verbal and written communication skills, with the ability to develop and maintain productive client relationships. Work Environment: Ability to operate with minimal guidance in a fast-paced, dynamic environment; comfortable supporting customers across multiple geographies. Some occasional travel may be required (e.g., customer on-site visits) Desired Qualifications: Strong background in contact center platforms and tools (e.g., NICE, Dialpad, Five9); working knowledge of CRM and Lead Management platforms (Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, Siebel, Velocify, etc.); active Contact Center certifications. What Success Looks Like Success in this role means delivering reliable, well-tested RingCentral deployments — including AI-powered features — that meet customer requirements on schedule. A successful engineer manages the full technical lifecycle of a project, from requirements analysis through implementation and go-live support, and builds a track record of dependable follow-through and strong working relationships with enterprise clients. What we offer: 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 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 Glassdoor, 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 RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world. 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. If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $88,200 and $115,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.