RingCentral
Tech / AI / Software
Sr.SubjectMatterExpert,CustomerExperience
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. Subject Matter Expert, Customer Experience at RingCentral. Skills: contact center platforms, UCaaS, CCaaS, AI/automation, integrations, technical leadership. 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”
What You'll Achieve.
More seamless, intelligent experiences for businesses everywhere; driving the product feedback loop at the strategic level; customer retention; work smarter, respond faster, and connect more meaningfully with their customers
Industry & Context.
Own the most complex engagements; translate technical findings into business risk and opportunity language; technical depth is the determining factor in retention outcome; synthesizing intelligence across multiple engagements into prioritized, evidence-backed input; where customers are hitting walls; which gaps carry the highest churn risk
What They're Looking For.
Must Have
Minimum 8–12 years of hands-on technical experience in UCaaS, CCaaS, or a directly related enterprise communications domain, A career that reads as a progression of increasing technical complexity — not lateral moves within the same role type, Deep, documented expertise in your specialty lane — the kind a peer technical expert can test and validate through a real conversation, A portfolio of work you can walk through in detail: environments, architectures, integrations, outcomes, and problems you personally solved, Personally led the design and build of contact center platforms for 20+ enterprise or mid-market customers, Served as a senior solutions engineer, principal architect, or practice lead at a UCaaS/CCaaS vendor, 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
Nice to Have
Platform certifications at an advanced or professional level strongly preferred, Advanced degree in a relevant field noted positively
What You'll Do.
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
configuration assessment
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
Serve as the technical escalation point within your specialty lane for other SMEs
Develop internal reference materials: architecture playbooks
configuration standards
and engagement templates
Contribute to internal training on evolving product capabilities and emerging customer use cases
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 competitors offer that RingCentral does not
which gaps carry the highest churn risk
How You'll Work.
Team & Collaboration
Serve as the technical escalation point within your specialty lane for other SMEs; Contribute to internal training on evolving product capabilities and emerging customer use cases; Lead structured product feedback sessions with Product Management; Represent field reality in roadmap reviews
Communication Scope
Produce executive-level health check presentations — translating technical findings into business risk and opportunity language for C-suite audiences; Lead structured product feedback sessions with Product Management; Represent field reality in roadmap reviews
Process & Methodology
Lead multi-session engagement programs for large enterprise customers
Full Job Description
**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. **** ****What You 've Done (Credential Bar)**** * 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/c
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