Contact Center Expert - Business Analytics

About the role

RingCentral is hiring a Contact Center Expert - Business Analytics in Manila. This is a hands-on technical expert, not a general consultant or relationship manager, who builds, configures and troubleshoots production environments. When a Technical Success Manager identifies a complex customer need, you lead the technical engagement from start to finish, covering engagements such as consultations, health checks, AI workflow design and optimization.

Key responsibilities

• Pull-in specialist: engage customers needing deep domain expertise on dashboards, reports and data-driven insights
• Lead time-bound engagements: discovery sessions, configuration reviews, dashboard and reporting reviews, and written findings with recommendations
• AI QM scoring: explain differences between AI and human quality monitoring scores, calibrate AI scores against human benchmarks, and help customers fix systematic scoring gaps
• ACE configuration: map evaluation criteria to AI categories, calibrate auto-scoring thresholds and design AI QM reporting
• RingSense assessment: review post-call AI analytics configuration, moment identification, trend analysis and integration with workflows
• Assess agent assist and supervisor AI tools, transcript analytics quality, and native reporting (RingCX, RingEX) against operational needs
• Define metrics (AHT, ASA, FSR, CSAT, occupancy, utilization) and ensure reporting aligns with WFM platform requirements
• At the 12-month milestone, advise on RingCentral-to-BI integration (PowerBI/Tableau, API patterns)
• Document product gaps, give structured feedback to product, and take part in beta programs

Required profile

• Minimum 5 years of hands-on contact center analytics/AI insights work, accountable for data accuracy
• Personal experience deploying and tuning AI insights tools in a contact center, not just managing vendors
• Detailed track record of projects, environments, mistakes and technical decisions
• Professional history showing project scopes, systems and delivered outcomes
• Professional, precise communication under pressure; the TSM handles the relationship

Required skills

• AI conversation analytics platforms (RingSense, ACE, NICE Enlighten or equivalent)
• AI-assisted quality monitoring and transcript analytics
• Native CCaaS reporting (RingCX, NICE CXone, Genesys Cloud, Five9)
• BI platforms (PowerBI, Tableau, Looker)
• Live agent assist and supervisor AI tools

What we offer

• HMO package (medical and dental)
• Personal time off leaves