AVP, Subject Matter Expert Practice

Title AVP, Subject Matter Expert Practice

Organization: Customer Experience

Reports to SVP, Customer Experience

Location: Remote

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If you’re looking to be part of what’s next in communication, you’re in the right place.

At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.

With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications

About the Role

The AVP, SME Practice owns RingCentral's post-sales subject matter expertise function across UCaaS, CCaaS, and Agentic AI. This is not a traditional people-management executive role. It requires someone who has been a practitioner at a high level — who can credibly assess the technical caliber of SME candidates, hold a substantive conversation with a principal engineer or CTO, and design an engagement model that the best technical people will respect.

The AVP owns the strategy, structure, staffing, engagement economics, and performance of the SME practice globally — including both the Global SME tiers and the Manila-based Level 1/2/3 tiers. They are the primary owner of the product feedback loop and the executive sponsor of the practice's commercial evolution.

Engagement Model Note

All SME engagements are initiated through the TSM. The AVP owns the design and governance of that model — including intake standards, engagement scoping, SLA frameworks, and the commercial structure (embedded, consumable credit, or billable) as the practice matures.

What You've Done (Credential Bar)

This role requires someone who can lead technical experts with credibility. Examples:

• Ran a professional services, implementation, or solutions engineering practice at a UCaaS or CCaaS vendor — responsible for technical delivery quality across a team of practitioners
• Served in a senior technical leadership role where the work product was technical, not just organizational
• Built or transformed a post-sales technical practice with measurable impact on customer retention, NPS, and product adoption
• Has personally done the work at some point in their career — configured contact center platforms, led complex integrations, delivered enterprise implementations — and can demonstrate it

What does not qualify: general CX or CS leadership without a technical foundation, consulting credentials without demonstrated delivery accountability, or people-management experience in non-technical functions.

What You'll Do

SME Practice Leadership

• Own the strategy, design, and performance of the SME practice across all specialty lanes and both Global and Manila tiers
• Define the engagement model: how TSMs request SME support, how engagements are scoped, staffed, quality-controlled, and reported
• Own the commercial evolution of the SME function — developing the pricing and packaging model (embedded, consumable, billable) in partnership with Finance and Revenue leadership

Talent — Credentialing and Culture

• Recruit, assess, and hire SMEs and Sr. SMEs — with a specific mandate to screen for real hands-on expertise, not credential inflation
• Design the technical assessment process: structured interrogation of past work, scenario-based technical interviews, peer review by Sr. SMEs
• Build the career framework and competency model for the SME discipline at all tiers — Global and Manila
• Foster a culture where depth of expertise is the currency — not tenure, not relationship skills, not seniority by title

AI Practice Ownership

• Own the AI fluency standard across the SME practice — ensuring the tiered AI requirement is embedded in hiring, onboarding, and ongoing development across all six lanes
• Stay current on RingCentral's AI product roadmap (NOVA, RingSense, ACE, IVA) and ensure SMEs are positioned ahead of customer AI adoption curves
• Partner with the Product AI team to ensure SMEs have early access to AI features, beta programs, and prompt engineering resources before they reach the field

Product Partnership

• Own the strategic relationship between the post-sales SME organization and RingCentral Product across all three business lines
• Design and operate the formal product feedback loop — ensuring field intelligence reaches Product Management in a structured, prioritized, evidence-ba