Sr. Customer Enablement Practitioner - WFO

RingCentral, Inc; Belmont (CA); On-site; USD 125,000 - 135,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision,

Health Savings Account (HSA), FSAs and

401K match and ESPP

Paid time off and paid sick leave

Paid parental and pregnancy leave

Family-forming benefits (IVF, Preserv,

Emergency backup care (Child/Adult/Pts

EAP with counseling 24/7

Free legal services for documents

Employee bonus referral program

Debt refinancing assistance

Employee perks and discounts program

Job summary

RingCentral is seeking a Sr. Customer Enablement Practitioner to lead hands-on WFM configurations, architecture trade-offs, and integration design for complex enterprise environments.

You will own technical engagements end-to-end, from discovery through delivery, ensuring production-ready solutions and measurable outcomes. Expect to work with TSMs on advanced forecasting, scheduling, QM workflows, and data-driven improvements across multiple sites.

Qualifications

• Minimum 7 years of hands-on WFM work as a WFM analyst, configuration specialist, or CCaaS professional services engineer with WFM as primary scope.
• Deep hands-on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM.
• Personal ownership of WFM configuration for multi-site operations—describe site structure, volume split assumptions, and schedule design decisions.
• Direct experience with QM platform configuration—evaluation form design, calibration setup, and QM reporting.
• Experience diagnosing WFM configuration failures—forecast accuracy issues, adherence state misconfiguration, schedule build errors, and production fixes.
• Detailed track record citing projects, environments, mistakes, and decisions.
• Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered.

Responsibilities

• Engage as a pull-in specialist when a TSM identifies a complex need requiring domain depth—configuration, design, workflow brainstorming, forecasting, QA, data/analytics.
• Lead time-bound engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations.
• WFM platform health checks: assess forecasting, scheduling, and adherence outputs for accuracy and usability.
• Forecast methodology review: historical volume data, pattern identification, shrinkage assumptions, forecast accuracy vs. actuals.
• Schedule build assessment: configurations, shift templates, bidding/assignment rules, coverage gap analysis.
• Real-time adherence (RTA) configuration: adherence states, thresholds, and activity codes.
• Multi-site WFM design for distributed centers across time zones and geographies.
• QM evaluation form design and calibration processes; QM workflow configuration and delivery of insights.
• Calibration program configuration and inter-rater reliability analysis.
• QM reporting: completion rates, distribution, trends, and coaching effectiveness.
• Deliver findings and recommendations professionally—written and presented to technical leads and senior stakeholders.

Skills

WFM hands-on

NICE WFM (IEX)

Calabrio WFM

Verint WFM

QM configuration

API orchestration

Architectural trade-offs

Job description

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:

a Sr. Customer Enablement Practitioner. This role is for 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 Sr. Customer Enablement Practitioner, 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.

To qualify, you must demonstrate specific, verifiable expertise in API and integration design within enterprise environments. This role requires personal accountability for delivery-simply building a solution isn't enough. You should be prepared to discuss data models, API orchestration, and architectural trade-offs.

To succeed in this role you must have experience in:

• Minimum 7 years of hands-on WFM work - as a WFM analyst, WFM configuration specialist, or CCaaS professional services engineer with WFM as primary scope

• Deep hands-on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM

• Personal ownership of WFM configuration for multi-site operations - able to describe the site structure, volume split assumptions, and schedule design decisions

• Direct experience with QM platform configuration on at least one platform - evaluation form design, calibration setup, and QM reporting

• Experience diagnosing WFM configuration failures - forecast accuracy issues, adherence state misconfiguration, schedule build errors - and correcting them in production

• A detailed track record citing the projects, describing the environments, outlining the mistakes, and explaining the decisions you made

• Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered

Job Responsibilities:

Customer Engagements

• Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth - complex configuration, design discussions, workflow brainstorming sessions, forecasting discussions, QA processes, data and analytics, etc

• Lead focused, time-bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations

• WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs

• Forecast methodology review: historical volume data, pattern identification, shrinkage assumptions, and forecast accuracy against actuals

• Schedule build assessment: schedule configurations, shift templates, bidding or assignment rules, and coverage gap analysis

• Real-time adherence (RTA) configuration: adherence states, tolerance thresholds, and agent activity code configuration

• Multi-site WFM design: configuration for customers with distributed contact center operations across time zones and geographies

• QM evaluation form design: assessing whether evaluation forms are built to measure behaviors that correlate with customer satisfaction and compliance outcomes

• Calibration program configuration: calibration session setup, scoring variance analysis, and inter-rater reliability processes

• QM workflow configuration: evaluation assignment logic, acknowledgment workflows, coaching integration, and dispute resolution processes

• Traditional QM reporting: evaluation completion rates, score distribution, trend analysis, and coaching effectiveness measurement

• Deliver findings and recommendations professionally - written output and verbal presentation to technical leads and senior business stakeholders

Product Feedback

• Gap Documentation: Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements.

• Feedback Integration: Submit structured input through the SME-to-Product feedback channel after each engagement.

• Beta Participation: Participate in product beta programs and early access initiatives within your specialty lane.

Internal Knowledge

• Domain Proficiency: Maintain current, deep knowledge of your specialty lane across all RingCentral products.

• Knowledge Contribution: Contribute to all knowledge resources for RingCentral teams.

• Competitive Analysis: Stay current on competitive platform capabilities (NICE CXone, Genesys, Five9, Zoom) within your domain.

How You Work

• Exceptional Communication: You communicate with a professional, cordial, and personable demeanor in all interactions.

• Ownership and Accountability: You take full responsibility for your tasks and communication, ensuring complete follow-through and timely delivery.

• Precision: You provide direct and specific technical communication, avoiding ambiguity and maintaining clarity on complex topics.

• Resilience Under Pressure: You remain credible and composed when navigating technical challenges with sophisticated customers or internal stakeholders.

• Operational Efficiency: You scope engagements with clarity and produce high-quality deliverables that require minimal revision.

• Technical Excellence: You focus on technical unimpeachability and preparedness, serving as the subject matter expert while the TSM manages the primary relationship.

What we offer:

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• 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

• Debt refinancing assistance

• Employee perks and discounts program

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. 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 for individuals with disabilities during our application and interview process.

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $125,000 and $135,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

This role has an application deadline of October 31st.