Sr. Customer Enablement Practitioner – WFO

RingCentral; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision

401K match and ESPP

Paid time off and sick leave

Parental and pregnancy leave

EAP with counseling

Legal services

Bonus referral program

Job summary

RingCentral seeks a Sr. Customer Enablement Practitioner with deep WFM expertise to lead technical engagements from discovery through delivery. You will own multi-site WFM configurations, evaluate QM forms, and troubleshoot production issues, ensuring robust forecasting, scheduling, and adherence.

Strong communication and documented outcomes are essential for success. You will collaborate with Technical Success Managers and customer teams to design AI-assisted workflows, analyze data models, and

Qualifications

• 7+ years hands-on WFM work experience (analyst/configuration/PS engineer)
• Experience with two of: NICE WFM (IEX), Calabrio WFM, Verint WFM
• Ownership of WFM configuration for multi-site ops
• Direct experience with QM platform configuration
• Experience diagnosing WFM config failures and fixing production issues
• Proven track record with project scopes, environments, outcomes

Responsibilities

• Engage as pull-in specialist for complex configuration and design discussions
• Lead time-bound discovery, configuration reviews and design workshops
• Perform WFM platform health checks and forecast/schedule adherence reviews
• Review forecast methodology, volume data, patterns and accuracy
• Assess schedule build configurations and coverage gaps
• Configure real-time adherence and multi-site WFM designs
• Design QM evaluation forms and calibration workflows
• Document findings and present recommendations to stakeholders
• Contribute to product feedback and knowledge resources

Skills

WFM domain expertise

Technical delivery ownership

Detailed project track record

Effective communication

Tools

NICE WFM (IEX)

Calabrio WFM

Verint WFM

QM platform configuration

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.

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