Sr. Customer Enablement Practitioner - WFO

Say hello to opportunities.

If you're looking to be part of what's next in communication, you're in the right place.

At Ring Central, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio-AIR, AVA, and ACE-brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.

With $2.5B+ in ARR and $250M invested in R&D annually, we're building the future of AI-powered business communications.

This is where you and your skills come in. We're currently looking for:

a Sr. Customer Enablement Practitioner. This role is for a hands-on technical expert, not a general consultant or relationship manager. You will be building, configuring, and troubleshooting production environments. We value the insight gained from overcoming technical challenges and mistakes, as this experience directly benefits the customers you support.

As a Sr. Customer Enablement Practitioner, you will provide deep domain expertise when a Technical Success Manager (TSM) identifies a complex customer need. Engagements range from targeted consultations and health checks to AI workflow design and optimization programs. These projects have specific scopes, costs, and timelines. While the TSM manages the overall customer relationship, you will lead the technical engagement from start to finish.

To qualify, you must demonstrate specific, verifiable expertise in API and integration design within enterprise environments. This role requires personal accountability for delivery-simply building a solution isn't enough. You should be prepared to discuss data models, API orchestration, and architectural trade-offs.

To succeed in this role you must have experience in:

• Minimum 7 years of hands-on WFM work - as a WFM analyst, WFM configuration specialist, or CCaaS professional services engineer with WFM as primary scope

• Deep hands-on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM

• Personal ownership of WFM configuration for multi-site operations - able to describe the site structure, volume split assumptions, and schedule design decisions

• Direct experience with QM platform configuration on at least one platform - evaluation form design, calibration setup, and QM reporting

• Experience diagnosing WFM configuration failures - forecast accuracy issues, adherence state misconfiguration, schedule build errors - and correcting them in production

• A detailed track record citing the projects, describing the environments, outlining the mistakes, and explaining the decisions you made

• Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered

Job Responsibilities:

Customer Engagements

• Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth - complex configuration, design discussions, workflow brainstorming sessions, forecasting discussions, QA processes, data and analytics, etc

• Lead focused, time-bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations

• WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs

• Forecast methodology review: historical volume data, pattern identification, shrinkage assumptions, and forecast accuracy against actuals

• Schedule build assessment: schedule configurations, shift templates, bidding or assignment rules, and coverage gap analysis

• Real-time adherence (RTA) configuration: adherence states, tolerance thresholds, and agent activity code configuration

• Multi-site WFM design: configuration for customers with distributed contact center operations across time zones and geographies

• QM evaluation form design: assessing whether evaluation forms are built to measure behaviors that correlate with customer satisfaction and compliance outcomes

• Calibration program configuration: calibration session setup, scoring variance analysis, and inter-rater reliability processes

• QM workflow configuration: evaluation assignment logic, acknowledgment workflows, coaching integration, and dispute resolution processes

• Traditional QM reporting: evaluation completion rates, score distribution, trend analysis, and coaching effectiveness measurement

• Deliver findings and…