AI Agent, Customer Engineer

Job not on LinkedIn

🕒 March 19

🇺🇸 United States – Remote

💵 $147.7k - $215k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

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RingCentral

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

📡 Telecommunications

☁️ SaaS

Telecommunications • SaaS • Collaboration

RingCentral is a leading global provider of cloud-based communications and collaboration solutions for businesses. It offers a comprehensive suite of services including voice, video, messaging, and collaboration tools that integrate seamlessly across devices to enhance communication and productivity. Over 400,000 organizations worldwide, from small businesses to Fortune 1000 companies, rely on RingCentral to connect teams, manage customer interactions, and conduct virtual events. With its robust and secure platform, RingCentral empowers businesses to stay connected and efficient, supported by AI-driven capabilities and a strong emphasis on innovation and reliability.

📋 Description

• Engage directly with customers to discover requirements, map business processes, and prioritize high value use cases and translate them into AI agent behaviors and workflows, focused on measurable ROI. • Conduct detailed workflow analysis of existing customer processes, including call routing, agent scripts, escalation paths, and back-office handoffs, to determine optimal points for AI automation. • Establish clear success criteria prior to deployment, including containment rates, handle time reduction, resolution accuracy, and cost per interaction. • Own the end to end Agent Development Lifecycle by continuously monitoring performance through observability, metrics, and customer feedback, and iterating on agent behavior to drive ongoing improvements and business outcomes. • Design and implement multi-turn agent workflows, including prompt chains, retrieval pipelines, decision logic, fallback handling, and live-agent handoff rules. • Build integrations between AIR Pro and customer systems of record (CRMs, EHRs, ERPs, ticketing platforms, custom APIs) using secure authentication protocols. • Implement compliance and safety controls appropriate to the customer’s environment, including guardrails, PII handling, HIPAA, PCI, and other controls. • Deploy monitoring, evaluation, and testing frameworks as necessary to enable ongoing measurement and optimization of agent performance. • Serve as the senior technical resource during pre-sales engagements for strategic accounts, including live demonstrations, proof-of-concept builds, and RFP/RFQ response development. • Collaborate with the Dedicated AE, Digital Overlay team, and RingCentral Sales Engineers to qualify opportunities, scope deployment requirements, and establish delivery timelines. • Develop expansion business cases from pilot results that Sales can present to additional departments or business units within the account. • Document integration patterns, platform limitations, and recurring customer requirements encountered during deployments.

🎯 Requirements

• 4+ years of experience in a customer-facing technical role, such as Solutions Architecture, Technical Consulting, Forward Deployed Engineering, or a high-touch Sales Engineering position involving hands-on implementation. • Demonstrated proficiency with large language models, retrieval-augmented generation, vector databases, and agent orchestration frameworks. • Proven ability to communicate effectively across technical and executive audiences, such as leading design reviews with engineering teams and presenting business cases to senior operations leadership. • Demonstrated ability to operate independently in ambiguous, fast-moving environments with incomplete information and competing priorities. • Bachelor’s Degree or equivalent military and/or work experience. • Telephony domain expertise, including SIP, WebRTC, SBCs, or direct experience with CCaaS/UCaaS platforms. • Experience deploying agentic AI systems (voice or digital) at enterprise scale. • Industry depth in healthcare, financial services, retail, or insurance. • Familiarity with competitive conversational AI platforms.

🏖️ Benefits

• Comprehensive medical, dental, vision, disability, life insurance • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits • Voluntary supplemental health coverage and life insurance • 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 1:1 coaching, perks and discounts program