Contact Center Expert - AI Workflow

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:

The Contact Center Expert - AI Workflow is a credentialed, hands-on product and domain specialist viewed as a subject matter expert. This is not a relationship role and it is not a consulting role in the generalist sense. The practitioner built things, configured things, broken things, and fixed them - in production environments. We learn more from mistakes than successes and it’s important that you’ve made mistakes and worked through them with positive outcomes. That insight will be valuable to the customers you assist.

You are engaged by the Technical Success Manager (TSM) when a customer requires expertise that goes beyond what the TSM can cover. The engagement may be a targeted consultation, a platform health check, an AI or workflow design session, or a multi-session optimization program. The engagements will have a defined scope, an associated cost to the customer, and defined start and exit dates. The TSM owns the customer relationship throughout and you will own the engagement from start to finish.

Job Responsibilities:

Customer Engagements

• Specialized Resource: Act as a specialized resource for TSMs on complex configurations, workflow design, AI planning, and IVR/chatbot reviews.
• Strategic Workshops: Lead discovery sessions, configuration audits, and design workshops, delivering actionable recommendations via formal written findings.
• Platform Health Checks: Perform platform health checks to assess AI and workflow deployments against business requirements, identifying risks and optimization opportunities.
• IVR Flow Design: Design and optimize IVR flows, including DTMF menus, prompt scripting, self-service logic, and error handling.
• IVA Deployment Audits: Audit IVA deployments by evaluating intent coverage, prompt quality, fallback logic, and containment performance.
• Containment Optimization: Maximize self-service containment by resolving drop-off patterns and refining prompts to drive measurable CSAT improvements.
• LLM Prompt Tuning: Tune LLM prompts to improve response quality, mitigate hallucinations, and increase automated resolution rates.
• IVA-to-ACD Architecture: Architect IVA-to-ACD handoffs that preserve context, manage queue expectations, and ensure skill-based routing.
• ACD Configuration Reviews: Review ACD configurations, focusing on routing strategies, priority logic, and queue behavior.
• Routing Redesign: Redesign routing architectures for multi-site logic, holiday schedules, and emergency failovers.
• Omnichannel Flows: Build omnichannel flows across voice, chat, and messaging, optimizing channel selection and escalation paths.
• Cross-Channel Transfers: Implement cross-channel bot-to-agent transfers that maintain conversation history and warm transfer mechanics.
• Digital Deflection: Develop digital deflection strategies to move voice traffic to digital channels while safeguarding the user experience.
• Professional Presentation: Present technical findings and strategic recommendations to both 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.

To succeed in this role you must have experience in:

To qualify, you must demonstrate specific, verifiable expertise in AI and workflow design within enterprise environments. This role requires personal accountability for delivery—simply building a solution isn’t enough. You should be prepared to discuss prompt architecture, containment strategies, and data-driven iterations. Key requirements include:

• Professional Experience: Minimum 5 years of hands-on technical work in CCaaS post-sales, professional services, or solutions engineering, with direct responsibility for customer-facing AI and IVR/IVA solutions. This includes experience on the vendor side (implementation, professional services, solutions engineering, technical CSM) or on the enterprise/client side in a hands-on technical capacity.
• Technical Core: Direct experience configuring routing, priority queuing, and overflow rules within CCaaS platforms.
• AI Mastery: Personally written and iterated on system/user prompts for production bots based on containment data and CX feedback; tuned LLM behavior (constraints, guardrails, fallback logic) and mitigated hallucinations in production.
• Strategic Logic: Ability to apply deterministic IVR logic versus probabilistic LLM behavior based on use cases; capable of linking prompt tuning decisions to business outcomes (e.g., increasing containment rates).
• Platform Expertise: Production deployment experience with conversational AI platforms like RingCX IVA, Google CCAI/Dialogflow CX, Amazon Lex, or Nuance Mix.
• Certifications: Relevant certifications (RingCentral, NICE CXone, Genesys, Five9, Salesforce, ServiceNow, Claude, OpenAI, or Google AI) are strongly preferred.
• Verifiable Track Record: A documented professional history detailing project scopes, systems touched, mistakes learned from, and outcomes delivered.

What we offer:

• Comprehensive HMO package (medical and dental)
• Personal Time Off Leaves
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

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.  As our customers’ central point of contact, you’ll champion their needs, 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’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/Acquire Intelligence

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, 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.

Acquire Intelligence transforms the way companies grow and operate by combining intelligent global outsourcing with AI consulting and implementation to accelerate growth and transform business at scale.

We eliminate inefficiencies, automate with intent, and reallocate work to where it performs best. With 9,000 employees across Australia, the Philippines, the Dominican Republic, and the United States, we provide secure and scalable solutions in customer experience, back office, and digital operations.

Founded in 2006, Acquire offers flexible delivery models ranging from building Remote Teams to comprehensive outsourcing in both onshore and offshore locations. Our AI division accelerates

transformation with automation strategies that deliver guaranteed ROI. All solutions are backed by deep expertise and enterprise grade compliance.

At Acquire Intelligence, we are Safe, Flexible, and Innovative. We deliver transformation with intent, impact, and entrepreneurial energy.

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