Sr. Subject Matter Expert, Customer Experience

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 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. Engagement Coordination 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. Specialty Lane [Specialty Lane — ACD/IVR/IVA & Conversational AI | Platform Scripting, APIs & CRM/ERP Integrations | Carrier, SIP & Outbound Compliance | Reporting, AI Insights & Analytics | WEM/WFM & Quality Management | Omnichannel & Digital Channel Design] What You've Done (Credential Bar) This role requires a materially higher credential bar than the SME. Examples: 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 What You'll Do Advanced Engagements (TSM-Coordinated) 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 SME Practice Enablement 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 Product Feedback — Strategic Level 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 compet ... (truncated, view full listing at source)