This is where you and your skills come in. We’re currently looking for aSr. Customer Enablement Practitioner. This role is for a hands-on technical expert, not a general consultant or relationship manager. You will be building, configuring, and troubleshooting production environments. We value the insight gained from overcoming technical challenges and mistakes, as this experience directly benefits the customers you support.

As a Sr. Customer Enablement Practitioner, you will provide deep domain expertise when a Technical Success Manager (TSM) identifies a complex customer need. Engagements range from targeted consultations and health checks to AI workflow design and optimization programs. These projects have specific scopes, costs, and timelines. While the TSM manages the overall customer relationship, you will lead the technical engagement from start to finish.

To qualify, you must demonstrate specific, verifiable expertise in API and integration design within enterprise environments. This role requires personal accountability for delivery—simply building a solution isn't enough. You should be prepared to discuss data models, API orchestration, and architectural trade-offs.

To succeed in this role you must have experience in:

• Professional Experience: Minimum 8 years of hands-on technical work in voice network engineering, post-sales, professional services, or solutions engineering — with direct voice network design and implementation responsibility. Experience on the vendor side or enterprise/client side in a hands-on voice network engineering capacity.

• Technical Core: Personal ownership of voice network architecture for enterprise environments — able to walk through the call flow, SIP trunk configuration, failure modes, QoS/automation scripting, and design tradeoffs.

• Protocol & Network Mastery: Protocol fluency: has configured SIP, RTP, QoS, and codecs, read vendor documentation critically, debugged call quality and routing failures, and designed failover/redundancy logic. Demonstrated scripting/automation capability with tools like Python, Ansible, or equivalent voice/network automation platforms.

• Platform Expertise: SBC or SD-WAN experience: has designed or assessed a session border controller, SD-WAN, or equivalent voice-aware network deployment in a production context. Has personally responded to voice outages or call quality degradation in production and recovered them — can describe what broke, the diagnostic process, and the fix.

• Migrations & Delivery: Implemented a PBX-to-cloud or SIP trunking migration end-to-end — including dial plan design, carrier configuration, and go-live support.

• Certifications: Relevant platform certifications strongly preferred: Cisco (CCNP Collaboration/CCIE Collaboration), Avaya, Microsoft Teams Voice, RingCentral certifications, CompTIA A+, CompTIA Network+, CompTIA Security+, or equivalent.

• Verifiable Track Record: Documented professional history detailing deployment scopes, past employers, systems touched, mistakes learned from, and outcomes delivered that a technical interviewer can interrogate.

Job Responsibilities:

Customer Engagements

• Specialized Resource: Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth — complex configuration, voice network architecture, advanced feature adoption, or platform optimization.

• Strategic Workshops & Migrations: Run technical discovery sessions with customer stakeholders to scope new voice projects, gather requirements (call flows, extensions, integrations), set realistic implementation timelines, and lead voice network migrations and cutovers (including PBX-to-cloud and carrier transitions) with rollback plans.

• Platform Health & Capacity Checks: Conduct voice network capacity planning, performance analysis, and security hardening assessments (including SBC configuration, toll fraud prevention, and failover/disaster recovery design) to size bandwidth and identify bottlenecks.

• Technical Consultation & Troubleshooting: Design and architect enterprise voice network solutions (SIP trunking, QoS, PBX/UCaaS connectivity), configure QoS policies, VLANs, firewall/SBC rules, troubleshoot root cause voice quality/routing issues (jitter, latency, packet loss, codec mismatches), and serve as the technical escalation point for complex issues.

• Vendor Coordination & Documentation: Coordinate with carriers, SIP trunk providers, and third-party vendors for number porting, circuit provisioning, and escalations. Document voice network topologies, dial plans, and configurations for customer handoff, and provide go-live support and post-implementation stabilization.

Product Feedback

• Gap Documentation: Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements.

• Feedback Integration: Submit structured input through the SME-to-Product feedback channel after each engagement.

• Beta Participation: Participate in product beta programs and early access initiatives within your specialty lane.

Internal Knowledge

• Domain Proficiency: Maintain current, deep knowledge of your specialty lane across all RingCentral products.

• Knowledge Contribution: Contribute to all knowledge resources for RingCentral teams.

• Competitive Analysis: Stay current on competitive platform capabilities (NICE CXone, Genesys, Five9, Zoom) within your domain.

How You Work

• Exceptional Communication: You communicate with a professional, cordial, and personable demeanor in all interactions.

• Ownership and Accountability: You take full responsibility for your tasks and communication, ensuring complete follow-through and timely delivery.

• Precision: You provide direct and specific technical communication, avoiding ambiguity and maintaining clarity on complex topics.

• Resilience Under Pressure: You remain credible and composed when navigating technical challenges with sophisticated customers or internal stakeholders.

• Operational Efficiency: You scope engagements with clarity and produce high-quality deliverables that require minimal revision.

• Technical Excellence: You focus on technical unimpeachability and preparedness, serving as the subject matter expert while the TSM manages the primary relationship.

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 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