AVP, Subject Matter Expert Practice

RingCentral

AVP overseeing RingCentral's post-sales subject matter expertise function across UCaaS, CCaaS, and Agentic AI. Leading strategy, talent, and partnerships to drive business communications transformation.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Own the strategy, design, and performance of the SME practice across all specialty lanes and both Global and Manila tiers
Define the engagement model: how TSMs request SME support, how engagements are scoped, staffed, quality-controlled, and reported
Own the commercial evolution of the SME function — developing the pricing and packaging model (embedded, consumable, billable) in partnership with Finance and Revenue leadership
Recruit, assess, and hire SMEs and Sr. SMEs — with a specific mandate to screen for real hands-on expertise, not credential inflation
Design the technical assessment process: structured interrogation of past work, scenario-based technical interviews, peer review by Sr. SMEs
Build the career framework and competency model for the SME discipline at all tiers — Global and Manila
Foster a culture where depth of expertise is the currency — not tenure, not relationship skills, not seniority by title
Own the AI fluency standard across the SME practice — ensuring the tiered AI requirement is embedded in hiring, onboarding, and ongoing development across all six lanes
Stay current on RingCentral's AI product roadmap (NOVA, RingSense, ACE, IVA) and ensure SMEs are positioned ahead of customer AI adoption curves
Partner with the Product AI team to ensure SMEs have early access to AI features, beta programs, and prompt engineering resources before they reach the field
Own the strategic relationship between the post-sales SME organization and RingCentral Product across all three business lines
Design and operate the formal product feedback loop — ensuring field intelligence reaches Product Management in a structured, prioritized, evidence-backed format
Represent the SME practice in product councils, roadmap reviews, and beta advisory programs — as a voice with standing, not an observer
Partner with the SVP, CX and peer leaders in Support Operations and the TSM organization to integrate the SME function into the CX delivery model
Report SME practice performance in executive business reviews and contribute SME data to retention and NPS scorecards
Engage directly in strategic account situations at the executive level when the account scope warrants AVP-level involvement

Requirements

What you’ll need

12+ years in post-sales technical functions within UCaaS, CCaaS, or enterprise SaaS — professional services, solutions engineering, technical CSM, or implementation
5+ years in people leadership of technical specialists — with a track record of building high-credential, high-performance teams
A personal technical history that can be interrogated: platforms worked on, deployments led, architectures owned
Deep familiarity with the competitive landscape: NICE CXone, Genesys, Five9, Zoom, 8x8, Cisco, Avaya, Twilio, AWS Connect
Formal education (Bachelor's degree required; advanced degree strongly preferred) in a technical, engineering, or business field
A professional history that reads clearly: where you worked, what you built, what you were accountable for.

Benefits

Comp & perks

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 and new parent gift boxes
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical assessmentscenario-based interviewspricing model developmentcompetency model designAI fluencyproduct feedback looppost-sales technical functionssolutions engineeringaccount managementteam building

Soft Skills

leadershipstrategic thinkingcommunicationcollaborationperformance reportingrelationship managementexpertise developmentcoachingmentoringexecutive engagement