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 Subject Matter Expert (SME) is a credentialed, hands-on product and domain specialist. This is not a relationship role and not a consulting role in the generalist sense. The SME has built things, configured things, broken things, and fixed them — in real enterprise environments, at real scale, under real pressure. Their background is traceable and demonstrable. The SME is engaged by the Technical Success Manager (TSM) on a pull-in basis when a customer requires expertise beyond what the TSM can cover alone. The SME executes, then exits. The TSM owns the customer relationship before, during, and after. 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) Candidates must be able to point to specific, verifiable work. Illustrative examples of the experience bar: 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. What You'll Do Customer Engagements (TSM-Coordinated) 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 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 three RingCentral business lines Contribute to internal playbooks, configuration guides, and reference materials for TSMs and fellow SMEs AI Fluency — Baseline Requirement AI Tier: Business Application (Universal Baseline) Every SME in this practice — at ... (truncated, view full listing at source)