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