Professional Services Lead Engineer - Contact Center API & AI

About the role

The Engineering team of RingCentral's Professional Services Delivery executes the technical implementation, configuration and deep integration of RingCentral solutions for customers. As a Professional Services Lead Engineer, you act as a subject matter expert in two or more disciplines of Unified Communications, Contact Center and emerging AI technologies, focusing on the Contact Center API and AI integrations such as RingSense AI and conversational bots. You evaluate API performance requirements, contribute to developer API roadmaps and mentor other engineers on high-end enterprise engagements.

Key responsibilities

• Apply knowledge of batch and real-time API concepts and AI/ML integrations (natural language processing, generative AI bots, sentiment analysis) to expand solution capabilities.
• Deliver complex API-integrated solutions and advanced data/process modeling across application and database environments, partnering with internal and external engineering teams.
• Contribute to technical design, functional program design and unit test plans, and write and review software documentation.
• Oversee UAT and integration testing for complex deployments, resolving defects including those related to AI logic.
• Serve as the senior technical escalation point during rollout and hypercare, handling CRM bugs, AI-routing errors and API rate limits.
• Lead code reviews and mentor engineers on RingCX, RCCC API and AI integration best practices.
• Advise enterprise clients on digital transformation and AI adoption, estimate effort for prospective engagements and lead proof-of-concept discussions and demos.
• Take part in project postmortems with the PMO and help define and prioritize the developer API and AI roadmap.

Required profile

• 5+ years of experience in a customer-focused, post-sales technical support or Professional Services implementation role, with hands-on experience in UCaaS and CCaaS.
• Bachelor's degree in a business or technology discipline desired but not required.
• Subject matter expertise in 2+ disciplines (e.g., UCaaS, CCaaS, AI/ML automation) and familiarity across RingCentral segments and products.
• Strong architectural background in contact center platforms such as RingCX, NICE CXone/InContact Studio, Five9 or Genesys.
• Willingness to work a schedule supporting customers across global time zones and to work autonomously in a fast-paced delivery environment.

Required skills

• RESTful APIs, webhooks, database design for CRM applications, SIP/WebRTC, PBX and AI-enabled IVR/VRU.
• Advanced JavaScript, HTML and CSS for custom front-end and scripting components.
• Hands-on experience with LLMs, prompt engineering, intelligent virtual agents or conversational AI frameworks.
• Analytical problem solving, including use of the RingCentral QoS Analytics portal or trace logs.

What we offer

• HMO package (medical and dental)
• Personal time off and leaves
• Quarterly performance bonus
• Employee assistance and wellness programs