RingCentral

Lead Technical Account Manager

RingCentral

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇦🇺 Australia

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Job Level

Senior

Tech Stack

AWSAzureCloudDNSFirewallsPMPTCP/IPVoIP

About the role

  • Own end-to-end relationships for 5-15 large enterprise accounts
  • Drive retention, adoption, and growth across high-revenue customers
  • Lead executive and quarterly business reviews
  • Serve as the single point of accountability and escalation
  • Design and support complex Contact Center and UC architectures (RingCX, integrations, APIs)
  • Lead technical workshops, POCs, and deep-dive troubleshooting
  • Provide consultative guidance on network design, security, and compliance
  • Manage multiple concurrent enterprise initiatives
  • Coordinate across Support, Professional Services, Product, Engineering, and Sales
  • Partner with Sales to support expansion and long-term account success

Requirements

  • 10+ years in customer-facing technical roles (Solutions Architect, Solutions Engineer, Technical Consultant, Enterprise TAM)
  • 5+ years experience with cloud contact center (ACD, IVR, omnichannel routing, WFM, analytics) and UC platforms (RingCentral, Genesys, NICE CXone, Five9, Amazon Connect)
  • 7-10+ years VoIP and enterprise networking experience (SIP, RTP, QoS, TCP/IP, LAN/WAN, firewalls, DNS)
  • Cloud infrastructure knowledge (AWS/Azure), APIs, integrations, security, and compliance
  • Proficient in Salesforce and standard business tools
  • 7-10+ years managing complex enterprise accounts in a technical or telecom environment
  • Proven ability to influence executive stakeholders and manage multi-threaded relationships with a track record of driving retention, expansion, and customer satisfaction
  • Ability to translate technical solutions into business value and ROI
  • Strong presentation, communication, and prioritization skills
  • Comfortable operating in ambiguity and high-pressure environments
  • History of stabilizing at-risk accounts and building long-term partnerships
  • Bachelor’s degree or equivalent experience
  • Relevant certifications (AWS, Cisco, ITIL, PMP, etc.)
  • Experience with AI/ML in Contact Centers and regulated environments (HIPAA, PCI, SOX)
Benefits
  • Healthcare reimbursement
  • Group life insurance and group salary continuation
  • Superannuation Fund
  • Employee Stock Purchase Plan (ESPP)
  • Supplemental Business Travel Medical
  • Employee Assistance Program (EAP) with 24/7 counseling sessions
  • On-demand digital 1:1 wellness coaching
  • Mobile and internet reimbursement
  • Leave entitlements, paid time-off, personal/carer's leave, paid holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
cloud contact centerACDIVRomnichannel routingWFManalyticsVoIPSIPRTPTCP/IP
Soft skills
influence executive stakeholdersmanage multi-threaded relationshipsdrive retentiondrive expansioncustomer satisfactiontranslate technical solutions into business valuestrong presentation skillscommunication skillsprioritization skillsoperate in ambiguity
Certifications
AWSCiscoITILPMP