AI Forward Deployed Engineer

About the role

RingCentral is a $2.6 Billion annual revenue company with double digit 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.

Responsibilities

• Customer Discovery and Solution Design
• 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
• Technical Build and Deployment
• 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
• Go-to-Market Partnership
• 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

Qualifications

• Required: 8+ 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
• PREFERRED: 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