AVP, Subject Matter Expert Practice

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.