Sr. Customer Enablement Practitioner - WFO

ringcentral; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

RingCentral is seeking a Sr. Customer Enablement Practitioner to lead technical engagements in CCaaS environments, focusing on integration design, API orchestration, and architecture decisions.

You will own end-to-end delivery from discovery through production, collaborating with TSMs and customers to define solutions. The role requires hands-on production experience, strong data-modeling capabilities, and a track record of delivering complex integrations in enterprise settings.

Qualifications

• Minimum 8 years of hands-on technical work in CCaaS post-sales, professional services, or solutions engineering with direct integration design responsibility.
• Experience owning CRM/ERP integrations for enterprise contact centers, including data models and API calls.

Responsibilities

• Engage as a pull-in specialist for complex configuration, design discussions, and workflow brainstorming sessions.
• Lead time-bound workshops: discovery sessions, configuration reviews, design workshops, and findings with actionable recommendations.
• Perform platform health checks for WFM configurations, forecasts, and adherence tracking to ensure accurate outputs.
• Provide technical consultation on: WFM forecast methodology, schedule build assessment, real-time adherence, and multi-site design; QM development and reporting.

Skills

REST API fluency

CCaaS experience

Data modeling

API orchestration

RingCX Studio scripting

Tools

MuleSoft

Boomi

RingCX Studio scripting

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:

• Professional Experience: Minimum 8 years of hands‑on technical work in CCaaS post‑sales, professional services, or solutions engineering, with direct responsibility for integration design and delivery. This includes experience on the vendor side (UCaaS/CCaaS) or on the enterprise/client side in a hands‑on technical capacity.
• Technical Core: Personal ownership of CRM and ERP integrations for enterprise contact centers. Able to walk through the data model, API calls made, failure modes, automation scripting/workflows, and architectural decisions.
• Integration Mastery: REST API fluency; has written API calls, read documentation critically, debugged integration failures, and designed retry/error handling logic. Experience with RingCX Studio scripting or equivalent CCaaS scripting platforms.
• Platform Expertise: Middleware and iPaaS experience; has designed or assessed MuleSoft, Boomi, or equivalent integrations in a CCaaS context. Proven ability to recover integrations that failed in production.
• Certifications: Relevant platform certifications strongly preferred: RingCentral certifications, NICE CXone, Genesys, Five9, Salesforce, ServiceNow, or equivalent.
• Verifiable Track Record: A documented professional history detailing project scopes, systems touched, mistakes learned from, and outcomes delivered that a technical interviewer can interrogate.

Job Responsibilities

• Customer Engagements: Specialized Resource: 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.
• Strategic Workshops: Lead focused, time‑bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations.
• Platform Health Checks: WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs.
• Technical Consultation:
  • Workforce Management (WFM): Forecast Methodology Review: Evaluation of historical volume data, pattern identification, shrinkage assumptions, and forecast accuracy.
  • Schedule Build Assessment: Review of schedule configurations, shift templates, bidding/assignment rules, and coverage gap analysis.
  • Real-Time Adherence Configuration: Setup of adherence states, tolerance thresholds, and agent activity code configuration.
  • Multi-Site WFM Design: Architecture across multiple time zones and geographies.
  • Quality Management (QM):
    • Evaluation Form Design: Structuring forms to measure behaviors correlated with customer satisfaction and compliance outcomes.
    • Calibration Program Configuration: Handling session setup, scoring variance analysis, and inter-rater reliability processes.
    • QM Workflow Configuration: Establishing evaluation assignment logic, acknowledgment workflows, coaching integration, and dispute resolution processes.
    • Traditional QM Reporting: Tracking evaluation completion rates, score distribution, trend analysis, and coaching effectiveness