Customer Experience Solutions Engineering Demo Environment Administrator (Remote) at RingCentral

Job Description

About the Role

We are seeking a dedicated CX Solutions Engineering Demo Environment Administrator to own, manage, and continuously optimize our CX demo environments. This role is critical to enabling Solutions Engineers to deliver high-impact, value-based demonstrations that drive revenue and accelerate sales cycles.

The ideal candidate will combine strong technical expertise with operational discipline and a customer-centric mindset. This individual will ensure demo environments — including Contact Center, AI-powered Virtual Agents, IVAs, and chatbot , and Workforce Engagement Management (WEM/WFO/WFM/QM— are stable, secure, current, scalable, and aligned to go-to-market priorities.

Job Duties

Own the end-to-end administration of CX demo environments (CCaaS, UCaaS, CPaaS, AI, Virtual Agents, IVA, Chatbots, analytics, integrations, etc.).
Maintain production-quality demo tenants with consistent configurations across regions.
Ensure environments are always sales-ready, fully functional, and up to date.
Manage version control and feature enablement aligned with product releases.

AI, Virtual Agent & Chatbot Configuration

Design, configure, and maintain AI-powered Virtual Agents (voice and digital).
Build and optimize IVAs including intent creation, NLU training, dialog flows, fallback logic, and escalation paths.
Develop and maintain chatbot experiences across web, messaging, and digital channels.
Configure bot-to-agent handoffs with context preservation.
Maintain vertical-specific conversational AI use cases.
Test and optimize NLP/NLU performance for demo readiness.
Support AI analytics and reporting within demo environments.

Configuration & Customization

Build and maintain vertical-specific demo scenarios (Healthcare, Financial Services, Retail, Public Sector, etc.).
Configure routing flows, IVRs, skill-based routing, AI-powered automation, and analytics dashboards.
Integrate demo environments with CRM, WFM, ticketing, and third-party systems.
Create reusable demo assets, scripts, personas, and conversational scenarios aligned to value-based selling.
Support custom demo builds for strategic opportunities.
Support POC instances

Release & Change Management

Test new feature releases — including AI model updates and bot enhancements — in sandbox environments before deployment.
Coordinate updates with Product and Engineering teams.
Maintain change logs and documentation of configurations and conversational models.
Ensure minimal disruption to active sales cycles during updates.

Performance & Reliability

Monitor uptime, performance, and system health across voice and digital channels.
Troubleshoot demo issues including routing logic, AI misclassification, integration failures, and reporting discrepancies.
Establish SLAs for demo environment support.
Proactively identify risks and prevent demo-impacting failures.

Security & Compliance

Maintain secure access controls and role-based permissions.
Ensure compliance with internal security policies and AI governance standards.
Manage user provisioning and de-provisioning.

Cross-Functional Collaboration

Partner with Product, Engineering, Sales, Marketing, and Enablement teams.
Align demo AI capabilities with go-to-market messaging and differentiation.
Support major events, executive briefings, and customer workshops.
Act as technical liaison for demo-related escalations.

Documentation & Enablement

Maintain comprehensive documentation of demo architecture, conversational flows, and configurations.
Develop internal knowledge base articles and best practices for AI demos.
Train Solutions Engineers on Virtual Agent and IVA demo strategies.
Create standard operating procedures (SOPs).

Requirements

5+ years experience in Solutions Engineering, Systems Engineering, CX Administration, or similar technical roles.
Strong background in Contact Center (CCaaS), UCaaS, CPaaS, or related CX platforms.
Hands-on experience with Virtual Agents, IVAs, chatbots, or conversational AI platforms.
Experience building intents, dialog flows, NLU/NLP configurations, and bot escalation paths.
Experience configuring routing, IVRs, integrations, and reporting tools.
Familiarity with CRM platforms (Salesforce, Dynamics, etc.).
Understanding of APIs, webhooks, and system integrations.
Strong troubleshooting and root cause analysis skills.
Experience managing SaaS environments.
Excellent documentation and organizational skills.

Desired Qualifications

Experience supporting enterprise sales cycles.
Familiarity with AI/ML concepts related to conversational AI.
Experience with AI analytics and bot performance reporting.
Experience in cloud infrastructure and networking.
Certifications in relevant CX, AI, cloud, or networking technologies.
Project management experience.

Key Competencies

Operational excellence
Attention to detail
Strategic thinking
AI and automation fluency
Strong communication skills
Cross-functional collaboration
Proactive problem solving
Ownership mentality

Success Metrics

99%+ demo environment uptime
AI/Virtual Agent demos consistently production-ready
Reduced demo-related technical escalations
Faster custom demo turnaround time
Increased SE productivity
Improved win rates supported by demo quality

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