Senior Service Engineering Manager

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.  

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. 

connect powerfully and personally from anywhere, at any time, on any device.  

This is where you and your skills come in.  

We’re currently looking for a Senior Service Engineering Manager to tackle complex technical issues on the AI-powered Cloud Based Contact Center platform. You'll validate, troubleshoot, and resolve diverse problems related to telephony, call routing, database performance, reporting, and call quality. You will leverage cutting-edge cloud technologies and collaborate with product owners, architects, and engineering teams. 

We value motivation, organization, and a relentless approach to solving critical business problems. Our positive, team-oriented culture emphasizes collaboration and continuous improvement. 

Job Duties: 

Incident Management: 

- Act as an incident commander, coordinating with NOC, SRE, and Development leadership during production incidents and escalations. 

- Drive resolution during incidents while maintaining communication with leadership and customer-facing teams. 

- Publish executive summaries. 

Communication and Escalation Management 

- Maintain close communication with the support team on customer-related escalations. 

- Monitor multiple internal digital channels to ensure important issues are covered. 

- Serve as a technical resource, addressing incoming tickets and issues. 

- Collaborate closely with Engineering, SRE, Quality Engineering, Professional Services, and Product Management teams. 

- Lead and organize cross-team collaboration to address and resolve issues. 

Team Leadership and Development 

- Lead by example, mastering both fundamental and advanced system functions from product and engineering perspectives. 

- Own and manage the team’s backlog, acting as the bridge between Global Customer Care and the Engineering teams. 

- Prioritize and communicate tasks based on customer needs and demands. 

- Develop and implement processes for knowledge retention, communication, and escalations. 

- Enable the team’s global expansion through scalable practices. 

Desired Qualifications: 

- Bachelor's degree in Computer Science, Computer Engineering, or a related field, or equivalent practical experience. 

- 5+ years managing at least one of either Service Engineering, Sustaining, Customer Success, OPS, SRE, or Engineering teams. 

- 6+ years supporting SaaS products 

- 8+ years overall industry experience 

- Strong technical skills and a demonstrated ability to learn the new technologies. 

- Experience with Cloud Based Contact Center technologies (Java, VOIP, Databases) 

- Active hands-on skills working with AWS deployments, monitoring, and logging  

- Exceptional organizational and communication skills.