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.

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 8 years of hands‑on technical work in CCaaS post‑sales, professional services, or solutions engineering, with direct responsibility for integration design and delivery. This includes experience on the vendor side (UCaaS/CCaaS) or on the enterprise/client side in a hands‑on technical capacity.

Personal ownership of CRM and ERP integrations for enterprise contact centers. Able to walk through the data model, API calls made, failure modes, automation scripting/workflows, and architectural decisions.

REST API fluency; has written API calls, read documentation critically, debugged integration failures, and designed retry/error handling logic. Experience with RingCX Studio scripting or equivalent CCaaS scripting platforms.

Middleware and iPaaS experience; has designed or assessed Mule Soft, Boomi, or equivalent integrations in a CCaaS context. Proven ability to recover integrations that failed in production.

Relevant platform certifications strongly preferred:
Ring Central certifications, NICE CXone, Genesys, Five9, Salesforce, Service Now, or equivalent.

A documented professional history detailing project scopes, systems touched, mistakes learned from, and outcomes delivered that a technical interviewer can interrogate.

• Customer Engagements Specialized Resource:
  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.
• Strategic Workshops:
  Lead focused, time‑bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations.
• Platform Health Checks: WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are…