Senior Subject Matter Expert, Customer Experience

RingCentral

. Own the most complex engagements — those involving multiple product lines, deep integration requirements, regulatory constraints, or strategic retention stakes .

Posted 4/22/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $100,000 - $150,000 per yearWebsite

About the role

Key responsibilities & impact

Own the most complex engagements — those involving multiple product lines, deep integration requirements, regulatory constraints, or strategic retention stakes
Lead multi-session engagement programs for large enterprise customers: discovery, architecture review, configuration assessment, optimization design, and findings delivery
Produce executive-level health check presentations — translating technical findings into business risk and opportunity language for C-suite audiences
Engage directly on at-risk or NPS-distressed accounts when technical depth is the determining factor in retention outcome
Serve as the technical escalation point within your specialty lane for other SMEs
Develop internal reference materials: architecture playbooks, integration patterns, configuration standards, and engagement templates
Contribute to internal training on evolving product capabilities and emerging customer use cases
Lead structured product feedback sessions with Product Management — synthesizing intelligence across multiple engagements into prioritized, evidence-backed input

Requirements

What you’ll need

Minimum 8–12 years of hands-on technical experience in UCaaS, CCaaS, or a directly related enterprise communications domain
A career that reads as a progression of increasing technical complexity — not lateral moves within the same role type
Deep, documented expertise in your specialty lane
A portfolio of work you can walk through in detail: environments, architectures, integrations, outcomes, and problems you personally solved
Platform certifications at an advanced or professional level strongly preferred
Formal education (Bachelor's degree or higher) is a strong plus; advanced degree in a relevant field noted positively
A professional history that a senior technical interviewer will find credible and dense — not vague, not committee-based

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 expertisearchitecture reviewconfiguration assessmentoptimization designintegration patternsengagement templatesproduct feedback synthesisexecutive-level presentationsrisk assessmentproblem-solving

Soft Skills

leadershipcommunicationstrategic thinkingcollaborationtraining developmentcustomer engagementpresentation skillsstakeholder managementcritical thinkingadaptability

Certifications

platform certificationsadvanced degreeBachelor's degree