Note: The job is a remote job and is open to candidates in USA. RingCentral is a leading provider of business cloud communications and contact center solutions. The Senior Manager, Professional Services leads a team responsible for delivering CCaaS implementations to enterprise customers, ensuring delivery quality and consistency while managing team performance and development.
Responsibilities
- Manage, coach, and develop a team of Delivery Engineers and Engineer Leads delivering CCaaS implementations for North American enterprise customers
- Own hiring, performance management, and career development for the team, including coaching engineers from early-career through experienced-professional levels
- Set and monitor individual and team goals aligned to delivery quality, customer satisfaction, and utilization targets
- Manage shift coverage and workload distribution across the team, ensuring adequate support for North American business hours
- Own and evolve a standardized, documented delivery methodology (project plans, requirements templates, testing/sign-off processes) and drive team adherence to it
- Establish and maintain repeatable delivery assets — code libraries, configuration templates, standard SOWs — to reduce delivery time and variability across engagements
- Monitor delivery quality across the team's active projects; identify and resolve at-risk engagements before they escalate
- Partner with Sales, Customer Success, Support, and Product Management to align on customer commitments, product roadmap, and delivery capacity
- Represent the delivery team's status, risks, and capacity in PMO-wide reporting for executive stakeholders
- Escalation point for high-profile or at-risk enterprise engagements within the team's portfolio
- Contribute to the development of new Professional Services offerings and supporting artifacts (SOW templates, delivery playbooks, best-practice guides)
- Evaluate and champion the use of AI within contact center delivery — both AI-related product capabilities being implemented for customers, and AI tooling to improve the team's own delivery efficiency (e.g., automated documentation, code/config generation, QA)
Skills
- 5+ years leading customer-facing technical teams (Professional Services, Implementation, or Solutions Engineering); prior experience managing managers or senior engineers is a plus
- 7+ years total experience in Professional Services, technical implementation, or customer-facing delivery roles, including direct project delivery experience
- Demonstrated experience delivering enterprise-scale implementations (hundreds of sites and/or thousands of users) with high-profile customers
- Experience owning delivery methodology, standardized reporting, or process improvement within a Professional Services or implementation organization
- Bachelor's degree or equivalent professional experience
- Strong written and verbal English communication skills; comfortable presenting to executive stakeholders
- Enterprise contact center / CCaaS industry experience with platforms such as NICE inContact, Genesys, Cisco, Avaya, Five9, 8x8, Talkdesk, or similar
- PMP, Agile/Scrum, Six Sigma, or ITIL certification
- Experience developing new Professional Services offerings, SOW templates, or delivery playbooks
- Familiarity with Customer Experience (CX) and Customer Journey Mapping frameworks
- Experience with AI-powered contact center capabilities (e.g., conversational IVR/virtual agents, AI-assisted QA, agent-assist, sentiment/intent analytics) and guiding delivery teams through AI-enabled implementations
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- Voluntary supplemental health coverage and life insurance
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave
- 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 1:1 coaching, perks and discounts program
Company Overview
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