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A leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions.
CX Solutions Engineering Administrator
Location
California
Posted
102 days ago
Salary
$133.7K - $248.3K / year
Seniority
Senior
Job Description
CX Solutions Engineering Administrator
RingCentral
• Own the end-to-end administration of CX demo environments (CCaaS, UCaaS, CPaaS, AI, Virtual Agents, IVA, Chatbots, analytics, integrations, etc.) • Maintain production-quality demo tenants with consistent configurations across regions • Ensure environments are always sales-ready, fully functional, and up to date • Manage version control and feature enablement aligned with product releases • Design, configure, and maintain AI-powered Virtual Agents (voice and digital) • Build and optimize IVAs including intent creation, NLU training, dialog flows, fallback logic, and escalation paths • Develop and maintain chatbot experiences across web, messaging, and digital channels • Configure bot-to-agent handoffs with context preservation • Maintain vertical-specific conversational AI use cases • Test and optimize NLP/NLU performance for demo readiness • Support AI analytics and reporting within demo environments • Build and maintain vertical-specific demo scenarios (Healthcare, Financial Services, Retail, Public Sector, etc.) • Configure routing flows, IVRs, skill-based routing, AI-powered automation, and analytics dashboards • Integrate demo environments with CRM, WFM, ticketing, and third-party systems • Create reusable demo assets, scripts, personas, and conversational scenarios aligned to value-based selling • Support custom demo builds for strategic opportunities • Test new feature releases — including AI model updates and bot enhancements — in sandbox environments before deployment • Coordinate updates with Product and Engineering teams • Maintain change logs and documentation of configurations and conversational models • Monitor uptime, performance, and system health across voice and digital channels • Troubleshoot demo issues including routing logic, AI misclassification, integration failures, and reporting discrepancies • Maintain secure access controls and role-based permissions • Ensure compliance with internal security policies and AI governance standards • Partner with Product, Engineering, Sales, Marketing, and Enablement teams • Maintain comprehensive documentation of demo architecture, conversational flows, and configurations • Train Solutions Engineers on Virtual Agent and IVA demo strategies.
Job Requirements
- 5+ years experience in Solutions Engineering, Systems Engineering, CX Administration, or similar technical roles
- Strong background in Contact Center (CCaaS), UCaaS, CPaaS, or related CX platforms
- Hands-on experience with Virtual Agents, IVAs, chatbots, or conversational AI platforms
- Experience building intents, dialog flows, NLU/NLP configurations, and bot escalation paths
- Experience configuring routing, IVRs, integrations, and reporting tools
- Familiarity with CRM platforms (Salesforce, Dynamics, etc.)
- Understanding of APIs, webhooks, and system integrations
- Strong troubleshooting and root cause analysis skills
- Experience managing SaaS environments
- Excellent documentation and organizational skills.
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
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