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Director of AI, Professional Services
Full-time
About RingCentral
RingCentral (NYSE: RNG) is a leading provider of business cloud communications, generating $2B in annual revenue with double-digit ARR growth. RingCentral invests over $250M annually in AI-enabled technology and operates in a $93B market opportunity spanning UCaaS, Contact Center, and AI-powered adjacencies.
About the Role
As Director of AI, Professional Services, you will lead technical delivery teams implementing AI-powered contact center solutions for enterprise customers. This is a senior operational leadership role at the intersection of CCaaS, conversational AI, and enterprise delivery.
Key Responsibilities
AI Leadership
Define positioning and messaging for AI capabilities across the Professional Services portfolio
Provide expert-level guidance on Conversational AI, NLP, agent design, RAG pipelines, and LLM APIs
Oversee the planning, design, and implementation of Contact Center AI projects for enterprise customers
Team & Operational Leadership
Build and manage high-performing Professional Services delivery teams
Develop long-term Contact Center strategies and service offerings
Lead Professional Services Automation implementation and support training/enablement
Customer Engagement
Serve as executive escalation point for critical customer issues
Partner with account teams on enterprise alignment and cross-functional delivery
Drive CSAT and NPS outcomes across the delivery portfolio
Requirements
7+ years running a Professional Services practice or team
Expert-level knowledge of UCaaS and CCaaS platforms
Deep expertise in IVR systems, CRM integrations, call flow design, contact center analytics, conversational AI/NLP, LangChain/LlamaIndex, RAG pipelines
Proven P&L management and team-building experience
Contact Center project management experience
Strong customer focus with CSAT/NPS expertise
