Professional Services Contact Center Engineer

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

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

Departmental Role & Strategic Impact

The Engineering department within RingCentral's Professional Services Delivery team is responsible for executing the technical implementation, configuration, and deep integration of RingCentral's solutions for customers across all segments. This team acts as the technical engine of the delivery process. They bridge the gap between the initial sale and the final launch, turning high-level business requirements into fully functional, customized technical architectures — including AI-powered Unified Communications and Contact Center environments.

About the Role

The Professional Services Contact Center Engineer at RingCentral will drive the implementation of RingCX and RingCentral Contact Center (RCCC) functionality within new Contact Center designs, builds, and training. You will provide quality service to customers by ensuring the full benefits of the proposed solutions — including RingCentral's AI capabilities — are being delivered to them. This role is responsible for all technical aspects of project implementation and project management, executed to RingCentral standards and within agreed timelines.

Job Duties

• System Build & Implementation: Manage end-to-end technical implementation of RingCX and RingCentral Contact Center (RCCC) projects, including call flow configuration, IVR/ACD routing, dialer setup, and PBX/CTI integration.
• Integrations & APIs: Connect RingCentral solutions to customers' existing systems using REST APIs and webhooks, syncing data with CRM and helpdesk platforms such as Salesforce, HubSpot, Zendesk, ServiceNow, and NetSuite.
• AI-Enabled Solutions: Support the deployment of RingCentral's AI capabilities, such as AIRPro, within contact center implementations, helping customers realize the full value of AI-powered features.
• Solution Design: Assess solution specifications against customer requirements and recommend designs or changes that optimize value for both the customer and RingCentral.
• Project Delivery: Manage multiple concurrent implementations across customers, operating with minimal oversight, and keep timelines on track across requirements gathering, configuration, training, testing, and rollout.
• Documentation: Complete customer-facing documentation throughout the implementation process, including meeting presentations, business requirements documents, and sign‑off agreements.
• Task Execution: Execute tasks and produce deliverables as outlined in the Project Plan and as directed by the Project Manager.
• Status Reporting: Support the Project Manager with status reporting and escalation of issues.
• Consultation: Provide technical consultation to customers, ensuring they realize the full benefits of their RingCentral solution.
• Global Support: Support customers across multiple geographies, coordinating across time zones as needed.

Required Qualifications

• Education & Experience: BA/BS in a technical discipline or equivalent experience. Minimum of 2 years of experience in a Professional Services Implementation role; ContactCenter industry experience is required.
• TechnicalExpertise: Working knowledge of JavaScript, HTML,familiaritywith logic based coding, networking; RESTful APIs; WFM; PBX; Dialer; ACD; CTI; VoIP; and IVR/VRU systems.
• AI Familiarity: Basic familiarity with AI-enabled contact center capabilities (e.g., conversationalIVR, AI-assisted QA, RingSense AI) and willingnessto build AI fluency as RingCentral's AI feature set expands.
• Problem‑Solving Skills: Strong analytical skills, with the ability to identify, analyze, interpret, and resolve both practical and complex problems.
• Communication: Excellent verbal and written communication skills, with the ability to develop and maintain productive client relationships.
• Work Environment: Ability to operatewith minimal guidance in a fast-paced, dynamic environment; comfortable supporting customers across multiple geographies. Some occasional travel may be required(e.g., customer on‑site visits)

Desired Qualifications

• Strong backgroundin contact center platforms and tools (e.g., NICE, Dialpad, Five9); working knowledge of CRM and Lead Management platforms (Salesforce, HubSpot, Zendesk, ServiceNow, NetSuite, Siebel, Velocify, etc.); activeContact Center certifications.

What Success Looks Like

Successin this role means delivering reliable, well‑tested RingCentral deployments — including AI-powered features — that meet customer requirements on schedule. A successful engineer manages the full technical lifecycle of a project, from requirements analysis through implementation andgo‑live support, and builds a track record of dependable follow-through and strong working relationships with enterprise clients.

What we offer

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSAs) and Commuter benefits
• Voluntary supplemental health coverage and life insurance
• 401K match and ESPP
• Paid time off and paid sick leave
• Paid parental and pregnancy leave
• Family‑forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee 1:1 coaching, perks and discounts program

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. Asourcustomers’central point of contact, you’ll championtheirneeds, 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’tjusttakeourwordforit: we are recognizedas a BestPlacetoWorkby Glassdoor, the Top Work Cultureby Comparably and hold local BPTW awards ineverymajor location.

Bottomline: We are committed to hiringandretaininggreat people because weknowyou powerour success.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™(MVP™) global platform. More flexible and cost effective than legacy on‑premises PBX and video conferencingsystems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and, any location.

RingCentralis headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We donot discriminateon 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 for individuals with disabilitiesduring ourapplication and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hiredin Colorado, California, Hawaii, Nevada, NewYork, Maryland, Washington, Connecticut, RhodeIsland, the compensation range for this position is between $88,200 and $115,000 for full‑time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but arenot limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may varydepending on your location, skills, and experience.

RingCentral, Inc. (NYSE: RNG) is a leading provider of globalenterprise cloud communications, collaboration, and contact center solutions. More flexible and cost‑effective than legacyon‑premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows.

RingCentralis headquarteredin Belmont, California, andhasofficesaroundthe world. RingCentralis an EEO/AA employer.