Contact Center Expert - Business Analytics

RingCentral; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Comprehensive HMO (medical and dental)

Personal Time Off Leaves

Quarterly Performance Bonus

Employee Assistance and Wellness

Job summary

RingCentral is seeking a Contact Center Expert – Business Analytics in Manila to lead analytics engagements, build dashboards, and optimize AI-driven insights. You’ll work hands-on across discovery, configuration reviews, and deliverables for complex customers, driving measurable improvements in contact center performance.

You will configure AI QM scoring, guide customers on analytics strategy, and ensure native reporting meets business needs.

Qualifications

• Minimum 5 years hands-on contact center analytics/AI insights work.
• Experience deploying and tuning AI insights in a contact center.
• Ability to design, configure, and deliver actionable analytics.
• Strong knowledge of BI tools and CCaaS reporting.

Responsibilities

• Engage as pull-in specialist for dashboards and insights.
• Lead time-bound discovery sessions, reviews, and written findings.
• Understand AI QM scoring vs human scoring and calibrate.
• Explain AI-assisted QM scores to customers and stakeholders.
• Deliver findings and recommendations in written and verbal form.
• Configure ACE and optimize AI QM reporting for clients.
• Assess RingSense deployment and integration with workflows.
• Evaluate agent and supervisor AI tools and escalation logic.
• Perform transcript analytics health checks and insights.
• Calibrate AI QM engagements against human benchmarks.
• Advise on conversation intelligence and BI integration strategies.
• Assess native RingCentral reporting against client needs.
• Design real-time agent dashboards and supervisor wallboards.
• Define metrics like AHT, ASA, FCR, CSAT, occupancy, utilization.
• Ensure CCaaS reporting aligns with WFM intervals.
• Provide guidance at 12-month BI integration milestones.
• Document gaps and collect SME feedback; contribute to knowledge bases.

Skills

Contact center analytics

AI insights platforms

Live agent assist tools

Transcript analytics

BI platforms

CCaaS reporting

Track record of projects

Tools

PowerBI

Tableau

Looker

Job description

Contact Center Expert - Business Analytics 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. This is where you and your skills come in. We’re currently looking for:

The Contact Center Expert - Business Analytics role is a hands‑on technical expert, not a general consultant or relationship manager. You will be building, configuring, and troubleshooting production environments. We value the insight gained from overcoming technical challenges and mistakes, as this experience directly benefits the customers you support. As a Contact Center Expert- Business Intelligence, you will provide deep domain expertise when a Technical Success Manager (TSM) identifies a complex customer need. Engagements range from targeted consultations and health checks to AI workflow design and optimization programs. These projects have specific scopes, costs, and timelines. While the TSM manages the overall customer relationship, you will lead the technical engagement from start to finish.

Job Responsibilities

• Customer Engagements Pull‑in specialist: Engage as a pull‑in specialist when the TSM identifies a customer need requiring domain depth - dashboards and reports, data and insights that drive actionable decisions, etc
• Time‑bound engagements: Lead focused, time‑bound customer engagements: discovery sessions, configuration reviews, dashboard and reporting reviews, and written findings with actionable recommendations
• AI QM scoring: Understands 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 Product
• Feedback Document gaps: Document recurring product gaps, configuration limitations, and customer‑requested capabilities observed across engagements
• SME feedback: Submit structured input through the SME‑to‑Product feedback channel after each engagement
• Beta programs: Participate in product beta programs and early access initiatives within your specialty lane
• Internal Knowledge Product knowledge: Maintain current, deep knowledge of your specialty lane across all RingCentral products.
• Knowledge resources: Contribute to all knowledge resources for RingCentral teams
• Competitive platforms: Stay current on competitive platform capabilities (NICE CXone, Genesys, Five9, Zoom) within your domain
• How You Work Communication: Communication is top notch - you speak professionally, cordially, and personable
• Ownership: Ownership - you own your communication as well as the tasks, don’t let balls drop, you follow up and follow through
• Direct and specific: you communicate with precision about technical topics and don't hide behind vague language
• Credible under pressure: you are comfortable being challenged by technically sophisticated customers or internal engineers
• Efficient: you scope an engagement clearly, work within it, and produce output that is usable without extensive editing
• Technical focus: You do not need to be a natural relationship‑builder; the TSM handles that. You need to be professional, prepared, and technically unimpeachable

To succeed in this role you must have experience in:

Candidates must demonstrate specific, verifiable expertise in reporting, analytics, and insights, with personal accountability for design and delivery in enterprise environments. You must have personally deployed and tuned AI insights tools in a contact center environment—not just managed the vendors who did. While reporting tells you what happened, AI insights tell you what it means and what to do about it.

• Building, configuring, and data accuracy: Minimum 5 years of hands‑on contact center analytics/AI insights work—building, configuring, and being accountable for data accuracy.
• AI conversation analytics platforms: Personal experience configuring RingSense, ACE, NICE Enlighten, or equivalent AI conversation analytics platforms.
• AI‑assisted QM: Direct experience with AI‑assisted QM: setting up auto‑scoring, calibrating against human evaluations, and mitigating systematic errors.
• Transcript analytics: Ability to analyze transcript analytics to distinguish high‑quality outputs from model drift or misconfiguration.
• Live agent assist tools: Configuration of live agent assist or supervisor AI tools, including real‑time guidance and escalation triggers.
• Native CCaaS reporting: Working knowledge of native CCaaS reporting (RingCX, NICE CXone, Genesys Cloud, or Five9).
• BI platforms: Exposure to BI platforms (PowerBI, Tableau, Looker) with an expectation of deeper development within 12 months.
• Track record: A detailed track record of projects, environments, mistakes, and technical decision‑making.
• Professional history: Documented professional history including project scopes, systems touched, and delivered outcomes

What we offer:

• Comprehensive HMO package (medical and dental)
• Personal Time Off Leaves
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice‑first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more. RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations