A leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions.
AVP, Subject Matter Expert Practice
Location
United States
Posted
36 days ago
Salary
0
Seniority
Lead
Job Description
AVP, Subject Matter Expert Practice
RingCentral
• 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 • 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 • 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 • 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-backed format • Represent the SME practice in product councils, roadmap reviews, and beta advisory programs — as a voice with standing, not an observer • Partner with the SVP, CX and peer leaders in Support Operations and the TSM organization to integrate the SME function into the CX delivery model • Report SME practice performance in executive business reviews and contribute SME data to retention and NPS scorecards • Engage directly in strategic account situations at the executive level when the account scope warrants AVP-level involvement
Job Requirements
- 12+ years in post-sales technical functions within UCaaS, CCaaS, or enterprise SaaS — professional services, solutions engineering, technical CSM, or implementation
- 5+ years in people leadership of technical specialists — with a track record of building high-credential, high-performance teams
- A personal technical history that can be interrogated: platforms worked on, deployments led, architectures owned
- Deep familiarity with the competitive landscape: NICE CXone, Genesys, Five9, Zoom, 8x8, Cisco, Avaya, Twilio, AWS Connect
- Formal education (Bachelor's degree required; advanced degree strongly preferred) in a technical, engineering, or business field
- A professional history that reads clearly: where you worked, what you built, what you were accountable for.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave and new parent gift boxes
- 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 perks and discounts program
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