AI-Driven Contact Center Analytics Expert

ringcentral; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

RingCentral is seeking a Contact Center Expert - Business Analytics to build, configure, and troubleshoot production environments, delivering deep technical engagements from start to finish.

You will apply dashboards, AI workflow design, and data insights to help customers drive actionable decisions across the conversation lifecycle, collaborating with stakeholders to optimize analytics and reporting in real time.

Responsibilities

• Engage with customers through time-bound engagements: discovery sessions, configuration reviews, dashboard and reporting reviews, and written findings with actionable recommendations
• AI QM scoring: Understand how AI QM scoring differs from human QM scoring - where AI adds accuracy and scale, where it introduces bias risk, and how to calibrate AI-scored evaluations against human benchmarks
• Customer education: Can explain to a customer why their AI-assisted QM scores may not match their human evaluation scores and what to do about it
• Professional delivery: Deliver findings and recommendations professionally - written output and verbal presentation to technical leads and senior business stakeholders
• ACE configuration : ACE configuration and optimization: mapping evaluation criteria to AI categories, calibrating auto-scoring thresholds, and designing AI QM reporting that gives supervisors actionable data
• RingSense assessment : RingSense deployment assessment: reviewing how a customer has configured post-call AI analytics - category setup, moment identification, trend analysis, and integration with operational workflows
• Agent/Supervisor AI : Agent assist and supervisor AI tools: assessing configuration of real-time guidance triggers, escalation recommendations, and supervisor alert logic - and measuring whether the tools are improving agent performance
• Transcript analytics : Transcript analytics health checks: evaluating the quality and consistency of AI-generated transcripts and the accuracy of the insights derived from them
• AI QM calibration: AI QM calibration engagements: helping customers align their AI-scored evaluations with human-evaluated benchmarks - identifying systematic scoring gaps and recommending configuration changes
• Conversation intelligence: Conversation intelligence strategy: advising customers on how to use AI-generated insights operationally - which metrics to act on, how to build coaching programs around AI data, and how to close the loop between insights and behavior change
• Native reporting: Native reporting health checks: assessing how a customer has configured RingCX and RingEX reporting against their actual operational needs
• Custom dashboards: Custom report and dashboard design: real-time agent dashboards, supervisor wallboards, queue performance views, and historical trend reports
• Metric definition: Metric definition and alignment: ensuring RingCentral reporting produces accurate, consistent numbers for AHT, ASA, FCR, CSAT, occupancy, and utilization
• WFM alignment: Reporting for WFM alignment: ensuring contact center reporting feeds align with the interval and metric requirements of the customer's WFM platform
• BI integration: At the 12-month milestone: independently advise customers on RingCentral-to-BI platform integration - data export configuration, PowerBI/Tableau schema guidance, and API-based data pull patterns in collaboration with Lane 2

Job description

RingCentral is seeking a Contact Center Expert - Business Analytics to build, configure, and troubleshoot production environments, delivering deep technical engagements from start to finish.

You will apply dashboards, AI workflow design, and data insights to help customers drive actionable decisions across the conversation lifecycle, collaborating with stakeholders to optimize analytics and reporting in real time.