AI Agent Customer Engineer

Say hello to opportunities.

It's not every day that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

AIR Pro is RingCentral's agentic AI platform for enterprise voice and digital customer interactions. The platform enables organizations to automate customer experience conversations with measurable business outcomes.

This is where you and your skills come in. We're currently looking for: an AI Agent Customer Engineer. This role is responsible for closing the gap between solution acquisition and value realization. This is a technical deployment role, not a services or support function. AI Agent Engineers operate within strategic customer accounts, translating operational requirements into production-grade agentic AI experiences with direct accountability for business outcomes.

This team operates within the AIR Pro GTM organization, working cross-functionally with Product, Engineering, Professional Services, and Support. AI Agent Engineers are assigned to a focused portfolio of strategic accounts, with the expectation of depth over breadth: thorough engagement, production deployment, proven ROI, and account expansion.

This is a remote position based in the United States, with travel to customer sites as required (typically 20-30%).

Job Duties:

• Engage directly with customers to discover requirements, map business processes, 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 (such as OAuth 2.0, SAML, SCIM).

• 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.

• Provide structured feedback to Product and Engineering with sufficient technical detail to inform roadmap prioritization and feature development.

Desired Qualifications:

• 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.

What we offer:

• 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

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone(MVP) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $147,700 and $215,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.