CCaaS Delivery Senior Manager – AI-Driven Enterprise

RingCentral; United States; Remote; USD 88,000 - 165,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401K match

ESPP

Paid time off

Parental leave

Family-forming benefits

Emergency backup care

EAP counseling

Legal services

Referral program

Student loan assistance

Coaching program

Job summary

RingCentral is seeking a Senior Manager, Professional Services to lead a team delivering CCaaS implementations for North American enterprise customers. You will own delivery quality, standardize processes, and align with Sales, Customer Success, Support, and Product Management.

You will mentor leaders, manage performance, and drive scalable, AI-enabled delivery practices across complex engagements to ensure successful outcomes and customer satisfaction.

Qualifications

• 5+ years leading customer-facing technical teams (Professional Services, Implementation, or Solutions Engineering)
• 7+ years total in Professional Services or delivery roles, including direct project delivery
• Experience delivering enterprise-scale CCaaS implementations for high-profile customers
• Experience owning delivery methodology, reporting, or process improvements in a professional services setting
• PMP, Agile/Scrum, Six Sigma, or ITIL certification preferred

Responsibilities

• Lead a team of Delivery Engineers and Engineer Leads delivering CCaaS implementations for North American enterprise customers
• Handle hiring, performance management, and career development for the team
• Set and monitor goals aligned to delivery quality, customer satisfaction, and utilization targets
• Manage workload distribution across the team to cover North American business hours
• Own and evolve a standardized delivery methodology and templates
• Create repeatable delivery assets to reduce time and variability across engagements
• Monitor delivery quality and mitigate at-risk engagements
• Collaborate with Sales, Customer Success, Support, and Product Management on commitments and roadmap
• Represent delivery status and capacity in executive PMO reporting
• Contribute to new Professional Services offerings and SOW templates
• Evaluate AI within contact centre delivery and AI tooling to improve efficiency

Skills

Team Leadership

Enterprise delivery

Delivery methodology

Executive communication

AI in CCaaS

PMP/Agile/Six Sigma/ITIL

Education

Bachelor's degree or equivalent

Job description

RingCentral is seeking a Senior Manager, Professional Services to lead a team delivering CCaaS implementations for North American enterprise customers. You will own delivery quality, standardize processes, and align with Sales, Customer Success, Support, and Product Management.

You will mentor leaders, manage performance, and drive scalable, AI-enabled delivery practices across complex engagements to ensure successful outcomes and customer satisfaction.