AVP, Subject Matter Expert Practice

Title AVP, Subject Matter Expert Practice Organization: Customer Experience Reports to SVP, Customer Experience Location: Remote 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 About the Role The AVP, SME Practice owns RingCentral's post-sales subject matter expertise function across UCaaS, CCaaS, and Agentic AI. This is not a traditional people-management executive role. It requires someone who has been a practitioner at a high level — who can credibly assess the technical caliber of SME candidates, hold a substantive conversation with a principal engineer or CTO, and design an engagement model that the best technical people will respect. The AVP owns the strategy, structure, staffing, engagement economics, and performance of the SME practice globally — including both the Global SME tiers and the Manila-based Level 1/2/3 tiers. They are the primary owner of the product feedback loop and the executive sponsor of the practice's commercial evolution. Engagement Model Note All SME engagements are initiated through the TSM. The AVP owns the design and governance of that model — including intake standards, engagement scoping, SLA frameworks, and the commercial structure (embedded, consumable credit, or billable) as the practice matures. What You've Done (Credential Bar) This role requires someone who can lead technical experts with credibility. Examples: Ran a professional services, implementation, or solutions engineering practice at a UCaaS or CCaaS vendor — responsible for technical delivery quality across a team of practitioners Served in a senior technical leadership role where the work product was technical, not just organizational Built or transformed a post-sales technical practice with measurable impact on customer retention, NPS, and product adoption Has personally done the work at some point in their career — configured contact center platforms, led complex integrations, delivered enterprise implementations — and can demonstrate it What does not qualify: general CX or CS leadership without a technical foundation, consulting credentials without demonstrated delivery accountability, or people-management experience in non-technical functions. What You'll Do SME Practice Leadership Own the strategy, design, and performance of the SME practice across all specialty lanes and both Global and Manila tiers Define the engagement model: how TSMs request SME support, how engagements are scoped, staffed, quality-controlled, and reported Own the commercial evolution of the SME function — developing the pricing and packaging model (embedded, consumable, billable) in partnership with Finance and Revenue leadership Talent — Credentialing and Culture Recruit, assess, and hire SMEs and Sr. SMEs — with a specific mandate to screen for real hands-on expertise, not credential inflation Design the technical assessment process: structured interrogation of past work, scenario-based technical interviews, peer review by Sr. SMEs Build the career framework and competency model for the SME discipline at all tiers — Global and Manila Foster a culture where depth of expertise is the currency — not tenure, not relationship skills, not seniority by title AI Practice Ownership Own the AI fluency standard across the SME practice — ensuring the tiered AI requirement is embedded in hiring, onboarding, and ongoing development across all six lanes Stay current on RingCentral's AI product roadmap (NOVA, RingSense, ACE, IVA) and ens ... (truncated, view full listing at source)