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.

This is where you and your skills come in. We’re currently looking for A Workforce Management SME to serve as the primary technical authority within our global Post-Sales Services and CX Operations. This role is designed for a strategic architect who can design, refine, and oversee global WFM frameworks. You will be responsible for defining the methodologies that optimize staff utilization and schedule adherence, ensuring that our global footprint—spanning direct employees, BPOs, and staffing agencies—operates at peak efficiency.

Job Duties:

• Strategic Optimization: Act as the lead architect for WFM strategies, developing sophisticated models for staff optimization and schedule adherence to eliminate operational gaps.

• Advanced Forecasting & Capacity Planning: Own the end-to-end integrity of volume analysis and long-range forecasting models. You will provide the technical blueprint for staffing levels across all global service functions.

• Operating Model Design: Engineer a robust operating model that bridges the gap between WFM planning and regional delivery functions, ensuring seamless execution.

• Cross-Functional Calibration: Collaborate horizontally to standardize capacity management practices, driving global consistency in how volume is predicted and managed.

• Technology Roadmap: Serve as the primary advocate for the WFM tech stack; identifying, vetting, and implementing emerging technologies to automate and uplift legacy processes.

To succeed in this role you must have experience in:

• Serve as the subject matter expert for workforce management (WFM), designing optimized staff schedules that balance service requirements with current headcount constraints

• Develop sophisticated capacity models and staffing forecasts to ensure service level targets are met while remaining aligned with departmental budget goals.

• Monitor and analyze scheduling and interval accuracy, and drive initiatives to improve accuracy

• Partner with global Support managers to coordinate Real-Time Management (RTM) activities, ensuring agile response

• Produce WFM reports and recommend action plans to maintain healthy SLAs

• Future-proof Support Operations by collaborating with cross functional teams to account for future launches of new services and lines of business

Desired Qualifications:

• Minimum Bachelor’s degree or equivalent work experience, a minimum of 3+ years of Workforce Management experience

• Proven ability to design and implement repeatability standards, establishing the technical frameworks that ensure high-quality output and operational accountability.

• Extensive experience architecting and overseeing WFM functions within large-scale, complex global operations.

• Advanced experience modeling capacity plans and volume forecasts for large-scale operations, ensuring precision in labor supply-and-demand variables

• Possess strong oral and written communication skills with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations

• Excellent problem solving and analytic capabilities utilized to identify root cause issues/improvement opportunities and designing approaches/programs to address those issues

• Championing change, innovation and collaborates with others on continuous improvements

• Proven track record of building partnerships, collaborating, and influencing at senior levels and across lines of businesses

• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

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 Solutions Engineering team uses expert knowledge of our platform to help new and existing clients create custom solutions that make the most of our technology.

RingCentral is the leading global cloud-based communications provider because we’re not just selling solutions; we’re powering human connections. That’s why we’re the largest and fastest-growing pure-play provider in our space. 

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 $133,700 and $248,300 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.

This role has an application deadline of April 12,2026. Please apply prior to the deadline to be considered for the role.