Title AVP, Subject Matter Expert Practice Organization: Customer Experience Reports to SVP, Customer Experience Location: Remote 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
About
the Role The AVP, SME Practice owns RingCentral's post-sales subject matter expertise function across UCaaS, CCaaS, and Agentic AI. This is not a traditional people-management executive role. It requires someone who has been a practitioner at a high level — who can credibly assess the technical caliber of SME candidates, hold a substantive conversation with a principal engineer or CTO, and design an engagement model that the best technical people will respect. The AVP owns the strategy, structure, staffing, engagement economics, and performance of the SME practice globally — including both the Global SME tiers and the Manila-based Level 1/2/3 tiers. They are the primary owner of the product feedback loop and the executive sponsor of the practice's commercial evolution. Engagement Model Note All SME engagements are initiated through the TSM. The AVP owns the design and governance of that model — including intake standards, engagement scoping, SLA frameworks, and the commercial structure (embedded, consumable credit, or billable) as the practice matures. What You've Done (Credential Bar) This role requires someone who can lead technical experts with credibility. Examples: Ran a professional services, implementation, or solutions engineering practice at a UCaaS or CCaaS vendor — responsible for technical delivery quality across a team of practitioners Served in a senior technical leadership role where the work product was technical, not just organizational Built or transformed a post-sales technical practice with measurable impact on customer retention, NPS, and product adoption Has personally done the work at some point in their career — configured contact center platforms, led complex integrations, delivered enterprise implementations — and can demonstrate it What does not qualify: general CX or CS leadership without a technical foundation, consulting credentials without demonstrated delivery accountability, or people-management experience in non-technical functions.
What You'll Do SME Practice Leadership Own the strategy, design, and performance of the SME practice across all specialty lanes and both Global and Manila tiers Define the engagement model: how TSMs request SME support, how engagements are scoped, staffed, quality-controlled, and reported Own the commercial evolution of the SME function — developing the pricing and packaging model (embedded, consumable, billable) in partnership with Finance and Revenue leadership Talent — Credentialing and Culture Recruit, assess, and hire SMEs and Sr. SMEs — with a specific mandate to screen for real hands-on expertise, not credential inflation Design the technical assessment process: structured interrogation of past work, scenario-based technical interviews, peer review by Sr. SMEs Build the career framework and competency model for the SME discipline at all tiers — Global and Manila Foster a culture where depth of expertise is the currency — not tenure, not relationship skills, not seniority by title AI Practice Ownership Own the AI fluency standard across the SME practice — ensuring the tiered AI requirement is embedded in hiring, onboarding, and ongoing development across all six lanes Stay current on RingCentral's AI product roadmap (NOVA, RingSense, ACE, IVA) and ensure SMEs are positioned ahead of customer AI adoption curves Partner with the Product AI team to ensure SMEs have early access to AI features, beta programs, and prompt engineering resources before they reach the field Product Partnership Own the strategic relationship between the post-sales SME organization and RingCentral Product across all three business lines Design and operate the formal product feedback loop — ensuring field intelligence reaches Product Management in a structured, prioritized, evidence-backed format Represent the SME practice in product councils, roadmap reviews, and beta advisory programs — as a voice with standing, not an observer Cross-Functional Executive Leadership Partner with the SVP, CX and peer leaders in Support Operations and the TSM organization to integrate the SME function into the CX delivery model Report SME practice performance in executive business reviews and contribute SME data to retention and NPS scorecards Engage directly in strategic account situations at the executive level when the account scope warrants AVP-level involvement What You'll Bring Experience — Required 12+ years in post-sales technical functions within UCaaS, CCaaS, or enterprise SaaS — professional services, solutions engineering, technical CSM, or implementation 5+ years in people leadership of technical specialists — with a track record of building high-credential, high-performance teams A personal technical history that can be interrogated: platforms worked on, deployments led, architectures owned Deep familiarity with the competitive landscape: NICE CXone, Genesys, Five9, Zoom, 8x8, Cisco, Avaya, Twilio, AWS Connect Credentials Formal education (Bachelor's degree required; advanced degree strongly preferred) in a technical, engineering, or business field A professional history that reads clearly: where you worked, what you built, what you were accountable for How You Lead You can assess the technical credibility of a candidate through direct conversation — not dependent on recruiters or HR to make that call You set a high bar and hold it — the SME practice's value depends entirely on the credibility of its people You are direct with product leadership, with sales, and with customers — including when the news is unfavorable You build a team that technical people want to be part of — because the work is substantive, the culture respects expertise, and the path is clear RingCentral's Three Business Lines This role spans RingCentral's full product portfolio: UCaaS — RingEX: Cloud communications, voice, video, messaging, and collaboration CCaaS — RingCX: Cloud contact center, ACD, IVR/IVA, WFM, analytics, and omnichannel routing Agentic AI — NOVA & RingSense: AI-powered automation, deterministic routing, real-time agent assistance, and post-call intelligence 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 and new parent gift boxes 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
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. Visit ringcentral.com to learn more. 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 require such accommodations, please click on the following link to learn more about how we can assist you. RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-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. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an EEO/AA employer.
