Sr. Customer Enablement Practitioner – WFO

Say hello to opportunities. 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. This is where you and your skills come in. We’re currently looking for: a Sr. 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:   Minimum 7 years of hands-on WFM work - as a WFM analyst, WFM configuration specialist, or CCaaS professional services engineer with WFM as primary scope Deep hands-on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM Personal ownership of WFM configuration for multi-site operations - able to describe the site structure, volume split assumptions, and schedule design decisions Direct experience with QM platform configuration on at least one platform - evaluation form design, calibration setup, and QM reporting Experience diagnosing WFM configuration failures - forecast accuracy issues, adherence state misconfiguration, schedule build errors - and correcting them in production A detailed track record citing the projects, describing the environments, outlining the mistakes, and explaining the decisions you made Documented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered   Job Responsibilities: Customer Engagements Engage as a pull-in specialist when the TSM identifies a customer need…