RingCentral

Director of AI, Professional Services

RingCentral

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $115,150 - $241,150 per year

Job Level

Lead

About the role

  • Responsible for the strategic and operational leadership of the technical delivery teams.
  • Drive the AI strategy across the organization, aligning with the enterprise roadmap and go-to-market approach.
  • Provide first-level supervision, coaching, and support to Professional Services staff, ensuring the highest level of technical expertise and support to customers.
  • Support the team in creating innovative technical designs to help acquire new customers and increase penetration within the existing customer base.
  • Support sales acquisition efforts and represent company solutions to prospective clients.
  • Influence product and process improvement initiatives by identifying and removing barriers, and modifying or enhancing current processes.
  • Lead AI strategy and enablement within a global SaaS organization, helping translate emerging AI capabilities into customer-relevant solutions and business value.
  • Define AI positioning, messaging, and target audiences, ensuring alignment between product capabilities, market needs, and go-to-market strategy.
  • Analyze AI SaaS performance and adoption metrics, including usage trends, customer adoption patterns, and broader market dynamics, to inform strategy and investment decisions.
  • Develop AI-focused content across the customer journey, including awareness, education, adoption, and value-realization materials.
  • Collaborate cross-functionally with corporate, product, marketing, and enablement teams to execute AI programs, campaigns, and customer engagement initiatives.
  • Build and lead high-performing teams, managing goals, delegating work, and empowering direct reports to make decisions.
  • Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration.
  • Develop and empower direct reports to take action.
  • Develop and implement long-term product strategies related to Contact Center services.
  • Provide strategic direction for Contact Center service offerings and packages globally.
  • Manage operational aspects of Professional Services, ensuring high-quality technical sales support and expertise for Contact Center solutions.
  • Lead the implementation of Professional Services Automation (PSA).
  • Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design.
  • Act as an escalation point for critical Contact Center issues.

Requirements

  • 7+ years background in running a Professional Services practice, business or overall team.
  • Proven successful track record running a P&L business.
  • Proven ability to build and lead high-performing teams, including hiring, retaining, and developing talent.
  • Experience in managing team goals, delegation, accountability, and empowerment.
  • Demonstrated expertise in developing and implementing long-term product strategies, particularly for Contact Center services.
  • Strong background in managing operational aspects of Professional Services and Contact Center delivery teams.
  • Expert-level knowledge in UCaaS and CCaaS technologies, including IVR systems, email integrations, API integrations with CRM, and call flow design.
  • Familiarity with Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.
  • Experience in overseeing the planning, design, and implementation of Contact Center projects, including the creation and review of Business Requirements Documents (BRDs).
  • Proven track record of delivering exceptional client service and fostering a customer-centric culture.
  • Understanding and management of key Professional Services metrics (revenue, margin, billable utilization).
  • Experience in budget management and expense control.
  • Ability to support the development of a scalable partner ecosystem to enhance delivery capacity.
  • Experience in innovating delivery models to reduce costs and improve customer experience.
  • Experience in creating and managing Statements of Work (SOWs) and utilizing contract negotiation and conflict management skills.
  • Excellent communication and interpersonal skills, with the ability to work cross-functionally and partner with various stakeholders.
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
  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
AI strategyProfessional Services Automation (PSA)UCaaSCCaaSIVR systemsemail integrationsAPI integrationscall flow designContact Center reportingBusiness Requirements Documents (BRDs)
Soft Skills
leadershipcoachingteamworkcustomer centricitycommunicationdelegationempowermentcollaborationproblem-solvingstrategic thinking