Senior Professional Services Engineer - Contact Center Solutions

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 Senior Professional Services Engineer, you will lead the architectural planning and advanced functionality of contact center solutions, implementing RingCX and RingCentral Contact Center (RCCC) for high-end enterprise call centers, and provide technical architecture leadership on complex customer deployments.

Key responsibilities

• Manage end-to-end technical builds for RingCX and RCCC projects, including Studio logic, IVR/ACD routing, predictive dialer setup, SIP/analog gateway configuration and network/QoS verification.
• Own database design and CRM data modeling for complex deployments, including changes to existing CRM applications.
• Build system-to-system connectivity using RingCentral REST APIs, webhooks and SDKs, and orchestrate data sync with iPaaS tools (Workato, Zapier, Make) across CRM, helpdesk platforms (Salesforce, HubSpot, ServiceNow, Zendesk).
• Run UAT and end-to-end testing of custom architecture, call flows and failover routing.
• Partner with Project Managers, Solution Architects and customer IT teams through design reviews, and act as a senior technical resource during rollout and hypercare.
• Assess solution architectures against customer needs, recommend design changes, and identify opportunities to expand platform use.
• Produce technical documentation including LLDs, BRDs, call flow maps and UAT sign-off agreements, and manage multiple concurrent enterprise deployments.

Required profile

• BS in a technical discipline or equivalent experience.
• 3 to 6 years of experience in a Professional Services Implementation role, owning complex or enterprise-scale engagements, with hands-on experience in UCaaS and CCaaS.
• Advanced expertise in UCaaS, CCaaS, Network Readiness or Cloud software, with a strong architectural background in contact center platforms (e.g., RingCX, NICE CXone/InContact Studio, Five9, Genesys).
• Deep knowledge of C#, C++, SIP/WebRTC, RESTful APIs, webhooks, QM/WFM/WEM, Cloud PBX, predictive dialers, ACD, CTI, VoIP, IVR logic, QoS and hosted cloud ecosystems.
• Basic understanding of JavaScript, HTML and CSS.
• Strong analytical, verbal and written communication skills (English minimum), and willingness to work across global time zones.

Desired qualifications

• Contact center platform certifications.
• Experience integrating RingCentral with CRM, ITSM or lead management systems (Salesforce, Microsoft Dynamics 365, HubSpot, ServiceNow, Zendesk, etc.).

What we offer

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