Senior Manager, Professional Services

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🏄 California, Colorado, +7 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🌺 Hawaii – Remote 🎰 Nevada – Remote 🗽 New York – Remote 🦀 Maryland – Remote ⚓ Rhode Island – Remote ☕ Washington – Remote

💵 $88k - $165k / year

⏰ Full Time

🟠 Senior

👔 Manager

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RingCentral

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

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

• Lead a team of Contact Center Delivery Engineers and Engineer Leads delivering CCaaS implementations to North American enterprise customers • Own delivery quality and consistency across the team's portfolio • Develop and enforce standardized delivery methodology, including project plans, requirements templates, and testing/sign-off processes • Establish repeatable delivery assets such as code libraries, configuration templates, and standard SOWs • Monitor active projects and resolve at-risk engagements before escalation • Partner with Sales, Customer Success, Support, and Product Management on customer commitments, product roadmap, and delivery capacity • Represent delivery status, risks, and capacity in PMO-wide reporting for executive stakeholders • Serve as escalation point for high-profile or at-risk enterprise engagements • Contribute to new Professional Services offerings, SOW templates, delivery playbooks, and best-practice guides • Evaluate and champion AI for contact center delivery and team efficiency

🎯 Requirements

• 5+ years leading customer-facing technical teams in Professional Services, Implementation, or Solutions Engineering • 7+ years of total experience in Professional Services, technical implementation, or customer-facing delivery roles • Direct project delivery experience • Demonstrated experience delivering enterprise-scale implementations involving hundreds of sites and/or thousands of users • Experience owning delivery methodology, standardized reporting, or process improvement within a Professional Services or implementation organization • Bachelor's degree or equivalent professional experience • Strong written and verbal English communication skills • Comfortable presenting to executive stakeholders • Enterprise contact center / CCaaS industry experience with platforms such as NICE inContact, Genesys, Cisco, Avaya, Five9, 8x8, Talkdesk, or similar • Experience developing Professional Services offerings, SOW templates, or delivery playbooks • Familiarity with Customer Experience (CX) and Customer Journey Mapping frameworks • Experience with AI-powered contact center capabilities and AI-enabled implementations • PMP, Agile/Scrum, Six Sigma, or ITIL certification desired

🏖️ Benefits

• Comprehensive medical, dental, vision, disability, life insurance • Health Savings Account (HSA), Flexible Spending Accounts (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 • Variable pay eligibility • Equity eligibility