Vice President of CX Customer Engineering

Say hello to opportunities.

It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2.4 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) growth and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

As the Vice President of CX and EX Customer Engineering for Global Service Providers, you will report directly to EVP, General Manager of GSP; and play a critical role in shaping the direction of our product offerings, ensuring technical excellence, and leading a team of highly skilled sales engineers, business development engineers, and partner program team. You will work closely with key stakeholders across product, engineering, sales, and marketing to deliver innovative solutions that meet the evolving needs of our customers in the SaaS for support of GSP partners. This leadership role will be pivotal in driving revenue growth, improving customer satisfaction, and ensuring the scalability and robustness of our solutions globally.
 

Key Responsibilities:
 

Leadership & Strategy:

• Lead the Solutions Engineering function across multiple product lines and customer segments.

• Define and execute the technical strategy to support the company's SaaS and telecommunications offerings, ensuring they align with market demands and customer needs.

• Provide strong leadership and mentorship to engineering teams, promoting a culture of innovation, collaboration, and continuous improvement.

• Work closely with the SVP of Sales for Americas and International, and other executives to shape long-term technology and business strategies - this would include identifying technology partners that have complementary offerings to RingCentral and can either accelerate sales cycle times, increase conversion rates, or increase deal size

Customer & Market Focus:

• Partner with sales, marketing, and customer success teams to understand customer needs and translate those into technical solutions that deliver value.

• Oversee technical pre-sales support, including client-facing presentations, product demonstrations, and solution architecture.

• Lead the team in the development of tailored solutions for strategic accounts, ensuring alignment with customer requirements and technical feasibility.

Innovation & Solution Development:

• Drive the design, development, and delivery of scalable, secure, and high-performance SaaS and telecommunications solutions.

• Ensure that the solutions engineering team stays ahead of industry trends, best practices, and emerging technologies.

• Collaborate with product and engineering teams to prioritize and implement new features and enhancements based on customer feedback and market demands.

• Collaborate with innovation and product strategy teams at Service Providers to jointly launch innovative, monetizable solutions in the market

• Participate in industry conferences with relevant team members to stay ahead of technology trends and recommend path forward for RingCentral

Team Building & Development:

• Build, scale, and manage a high-performing solutions engineering team, recruiting top talent in the industry.

• Understand and improve our partner program processes including customer care mechanisms and communications for change management, scheduled and unscheduled downtime.

• Foster a collaborative and growth-oriented environment where team members are encouraged to take on new challenges and continuously expand their skillsets.

• Ensure ongoing professional development opportunities for the team, including training in new technologies, certifications, and leadership skills.

Cross-Functional Collaboration:

• Collaborate with the sales organization to drive revenue growth by providing technical support and expertise during the sales cycle.

• Partner with product management to influence product roadmaps and contribute to the development of new features and products.

• Work with customer success teams to ensure successful deployment and adoption of solutions, proactively addressing any technical challenges or roadblocks.

Operational Excellence:

• Define and track key performance indicators (KPIs) for the Solutions Engineering team, ensuring alignment with business objectives.

• Continuously assess and improve internal processes, methodologies, and tools to drive operational efficiency.

• Ensure the team delivers high-quality, timely solutions that meet customer expectations and align with business goals.

Qualifications:

• 12+ years of experience in sales engineering within the UCaaS and CCaaS industry specifically focused on customer support, professional services, technical consulting, or similar roles, with at least 5 years in a leadership position.

• Proven track record in enterprise software solutions.

• Strong experience in managing and scaling technical teams in a fast-paced, dynamic environment.

• Bachelor's degree in Computer Science, Engineering, or a related field. MBA or advanced technical degree preferred.

• In-depth knowledge of SaaS architecture, cloud technologies, network infrastructure, and telecommunications systems.

• Expertise in working with cross-functional teams (sales, product, marketing) to deliver customer-centric solutions.

• Excellent communication skills, with the ability to translate complex technical concepts into business value for both internal and external stakeholders.

• Strong problem-solving skills and a strategic mindset, with the ability to drive innovation while balancing customer needs and business objectives.

• Experience in managing budgets, timelines, and resources to ensure successful project delivery.

Preferred Skills:

• Experience in working with global and enterprise-scale customers.

• Familiarity with telecom billing systems, cloud-based telecom infrastructure, or network orchestration platforms.

• Experience with agile development methodologies and project management tools (e.g., Jira, Confluence).

• Ability to navigate and thrive in a rapidly evolving industry with shifting market dynamics.

What we offer:

• 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

RingCentral’s Solutions Engineering team uses expert knowledge of our platform to help new and existing clients create custom solutions that make the most of our technology.

RingCentral is the leading global cloud-based communications provider because we’re not just selling solutions; we’re powering human connections. That’s why we’re the largest and fastest-growing pure-play provider in our space. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $252,000 and $468,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.