Subject Matter Expert, Customer Experience

RingCentral

. Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth .

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

About the role

Key responsibilities & impact

Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth
Lead focused, time-bound engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations
Conduct platform health checks — assessing how the customer has deployed RingCentral products against their stated business requirements
Deliver findings professionally — written output and verbal presentation to technical leads and senior business stakeholders
Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements
Participate in product beta programs and early access initiatives within your specialty lane
Maintain current, deep knowledge of your specialty lane across all three RingCentral business lines
Contribute to internal playbooks, configuration guides, and reference materials for TSMs and fellow SMEs

Requirements

What you’ll need

Minimum 5 years of hands-on technical experience in UCaaS, CCaaS, or a directly related enterprise communications domain
At least 3 of those years must involve direct configuration, build, or implementation work — not oversight or consulting from a distance
Demonstrable track record in your specialty lane: you can name the customers, describe the environments, and explain the decisions you made
Relevant platform certifications strongly preferred
Formal education (Bachelor's degree or higher in a technical or business field) is a strong plus — not a screen-out, but noted positively
Documented professional history that a technical interviewer can interrogate

Benefits

Comp & perks

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSA) 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

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

UCaaSCCaaSconfigurationimplementationplatform health checksdiscovery sessionsdesign workshopsdocumentationtechnical presentationactionable recommendations

Soft Skills

leadershipcommunicationorganizational skillsinterpersonal skillsprofessionalismcollaborationproblem-solvingattention to detailcustomer engagementstakeholder management

Certifications

platform certificationsBachelor's degreetechnical field degreebusiness field degree