AI-Driven Contact Center Implementation Engineer

RingCentral; United States; On-site; USD 88,000 - 115,000; Full time

Benefits offered by this job

Comprehensive health benefits

401K match

Paid time off

Life insurance

Job summary

RingCentral is seeking a Professional Services Contact Center Engineer to drive the implementation of RingCX and RCCC for enterprise clients. You will oversee end-to-end technical deployment, from design through go-live, ensuring the full benefits of RingCentral solutions, including AI capabilities, are realized.

In this fast-paced role, you will configure call flows, IVR/ACD routing, dialer setup, and CTI/PBX integrations while coordinating with customers across geographies.

Qualifications

• BA/BS in a technical discipline or equivalent experience.
• Minimum of 2 years in a Professional Services Implementation role; Contact Center industry experience required.
• Working knowledge of JavaScript, HTML, logic-based coding, networking; RESTful APIs; WFM; PBX; Dialer; ACD; CTI; VoIP; IVR/VRU systems.
• Basic familiarity with AI-enabled contact center capabilities and willingness to build AI fluency as RingCentral’s AI feature set expands.
• Strong analytical skills to identify, analyze, interpret, and resolve complex problems.
• Excellent verbal and written communication skills, with the ability to develop and maintain productive client relationships.
• Ability to operate with minimal guidance in a fast-paced environment; some travel may be required.
• Strong background in contact center platforms and tools (e.g., NICE, Dialpad, Five9); CRM/Lead management platforms (Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, etc.); active certifications.

Responsibilities

• End-to-end technical implementation of RingCX and RCCC projects, including call flow configuration, IVR/ACD routing, dialer setup, and PBX/CTI integration.
• Connect RingCentral solutions to customers’ CRM/helpdesk systems via REST APIs and webhooks (Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite).
• Support AI capabilities deployment (AIRPro) within contact centers.
• Assess solution specs against customer requirements and recommend optimized designs.
• Manage multiple concurrent implementations with timelines across requirements, configuration, training, testing, and rollout.
• Produce customer-facing documentation throughout the project lifecycle (BRDs, presentations, sign-offs).
• Execute tasks and deliverables per Project Plan and under Project Manager direction.
• Support Project Manager with status reporting and issue escalation.
• Provide technical consultation to ensure customers realize RingCentral’s full benefits.
• Coordinate across geographies and time zones for global deployments.

Skills

JavaScript

HTML

APIs

Networking

CTI

PBX

IVR/VRU

WFM

AI familiarity

Problem solving

Communication

Education

BA/BS in technical discipline

Tools

Salesforce

HubSpot

Zendesk

ServiceNow

NetSuite

Job description

RingCentral is seeking a Professional Services Contact Center Engineer to drive the implementation of RingCX and RCCC for enterprise clients. You will oversee end-to-end technical deployment, from design through go-live, ensuring the full benefits of RingCentral solutions, including AI capabilities, are realized.

In this fast-paced role, you will configure call flows, IVR/ACD routing, dialer setup, and CTI/PBX integrations while coordinating with customers across geographies.