Senior Manager, Professional Services

Say hello to opportunities. It's not everyday that you consider starting a new career. We're Ring Central, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2.5 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies.

We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. Ring Sense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We're currently looking for: a Senior Manager, Professional Services.

The Sr. Manager, Professional Services leads a team of Contact Center Delivery Engineers and Engineer Leads responsible for delivering CCaaS implementations to enterprise customers. This role owns delivery quality and consistency across the team's portfolio, develops and enforces standardized delivery methodology, and represents Professional Services in cross-functional planning with Sales, Customer Success, Support, and Product Management. This is a people-management and program-leadership role: the Sr.

Manager is accountable for team performance and development, delivery outcomes across multiple concurrent enterprise engagements, and the maturity of Professional Services' delivery practice as it scales.

• Team Leadership 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.
• Delivery Standards & Methodology 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 accelerate.
• Cross-functional & Executive Engagement 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.
• Business & Practice Development 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 centre 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).

• Required 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…