Note: The job is a remote job and is open to candidates in USA. RingCentral is a global leader in agentic voice AI-powered business communications, delivering integrated business phone, contact center, collaboration, and messaging solutions. The Sr. Customer Enablement Practitioner will serve as a hands-on technical expert leading enterprise voice network architecture, migrations, configuration, troubleshooting, health checks, and optimization engagements. The role also contributes product feedback, internal knowledge resources, and competitive analysis.
Responsibilities
- Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth — complex configuration, voice network architecture, advanced feature adoption, or platform optimization
- Run technical discovery sessions with customer stakeholders to scope new voice projects, gather requirements (call flows, extensions, integrations), set realistic implementation timelines, and lead voice network migrations and cutovers (including PBX-to-cloud and carrier transitions) with rollback plans
- Conduct voice network capacity planning, performance analysis, and security hardening assessments (including SBC configuration, toll fraud prevention, and failover/disaster recovery design) to size bandwidth and identify bottlenecks
- Design and architect enterprise voice network solutions (SIP trunking, QoS, PBX/UCaaS connectivity), configure QoS policies, VLANs, firewall/SBC rules, troubleshoot root cause voice quality/routing issues (jitter, latency, packet loss, codec mismatches), and serve as the technical escalation point for complex issues
- Coordinate with carriers, SIP trunk providers, and third-party vendors for number porting, circuit provisioning, and escalations. Document voice network topologies, dial plans, and configurations for customer handoff, and provide go-live support and post-implementation stabilization
- Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements
- Submit structured input through the SME-to-Product feedback channel after each engagement
- Participate in product beta programs and early access initiatives within your specialty lane
- Maintain current, deep knowledge of your specialty lane across all RingCentral products
- Contribute to all knowledge resources for RingCentral teams
- Stay current on competitive platform capabilities (NICE CXone, Genesys, Five9, Zoom) within your domain
Skills
- Minimum 8 years of hands-on technical work in voice network engineering, post-sales, professional services, or solutions engineering — with direct voice network design and implementation responsibility
- Experience on the vendor side or enterprise/client side in a hands-on voice network engineering capacity
- Personal ownership of voice network architecture for enterprise environments — able to walk through the call flow, SIP trunk configuration, failure modes, QoS/automation scripting, and design tradeoffs
- Protocol fluency: has configured SIP, RTP, QoS, and codecs, read vendor documentation critically, debugged call quality and routing failures, and designed failover/redundancy logic
- Demonstrated scripting/automation capability with tools like Python, Ansible, or equivalent voice/network automation platforms
- SBC or SD-WAN experience: has designed or assessed a session border controller, SD-WAN, or equivalent voice-aware network deployment in a production context
- Has personally responded to voice outages or call quality degradation in production and recovered them — can describe what broke, the diagnostic process, and the fix
- Implemented a PBX-to-cloud or SIP trunking migration end-to-end — including dial plan design, carrier configuration, and go-live support
- Documented professional history detailing deployment scopes, past employers, systems touched, mistakes learned from, and outcomes delivered that a technical interviewer can interrogate
- Relevant platform certifications strongly preferred: Cisco (CCNP Collaboration/CCIE Collaboration), Avaya, Microsoft Teams Voice, RingCentral certifications, CompTIA A+, CompTIA Network+, CompTIA Security+, or equivalent
Benefits
- 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
Company Overview
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