Contact Center Engineer, Professional Services - AI-Enabled

RingCentral; Northern (KY); Hybrid; USD 88,000 - 115,000; Full time

Benefits offered by this job

Health insurance

401k match

Paid time off

Parental leave

Dental & vision

Job summary

RingCentral, a leading cloud communications provider, seeks a Professional Services Contact Center Engineer to drive RingCX and RCCC implementations. You will configure call flows, IVR/ACD, dialer, and CTI integrations, ensuring AI features deliver expected value.

You will coordinate across CRM systems like Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite, write customer-facing docs, and manage multiple deployments across geographies with minimal guidance.

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, RESTful APIs; WFM; PBX; Dialer; ACD; CTI; VoIP; IVR/VRU systems.
• AI familiarity with RingCentral AI capabilities and willingness to build AI fluency as features expand.
• Strong analytical and problem-solving skills; excellent verbal and written communication.

Responsibilities

• Drive end-to-end technical implementation of RingCX and RCCC projects, including call flow, IVR/ACD routing, dialer setup, and CTI integration.
• Connect RingCentral solutions to customers' existing systems using REST APIs and webhooks; sync data with CRM and helpdesk platforms.
• Support deployment of AI capabilities within contact center implementations to deliver full value of AI features.
• Assess solution specs against customer requirements and propose designs that maximize value for customer and RingCentral.
• Manage multiple concurrent implementations across customers, ensuring timelines are met across all phases.

Skills

JavaScript

HTML

REST APIs

CTI

VoIP

IVR

Education

BA/BS in technical discipline

Tools

Salesforce

HubSpot

Zendesk

ServiceNow

NetSuite

Siebel

Velocify

Job description

RingCentral, a leading cloud communications provider, seeks a Professional Services Contact Center Engineer to drive RingCX and RCCC implementations. You will configure call flows, IVR/ACD, dialer, and CTI integrations, ensuring AI features deliver expected value.

You will coordinate across CRM systems like Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite, write customer-facing docs, and manage multiple deployments across geographies with minimal guidance.