Senior Volume Reduction, Automation

Say hello to possibilities.
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 the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We're a $1.5 billion company that's growing at 30+% annually and we're expanding our Global Service and Support Team to make sure we stay ahead of the competition.
RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.
This is where you and your skills come in. We're currently looking for: a Senior Volume Reduction, Automation & Frontline tools Manager. Your role will be pivotal in aligning strategic goals and objectives with decisions related to care tools, processes, and the overall agent and customer access experience. In this position, you will drive initiatives to enhance the tools utilized by our care teams with a specific focus on:

• Redirecting customer internations to self service
• Optimizing agent efficiency through improved processes through, automation, process improvement, workflow improvement and AI
• AI, Salesforce improvements, and contact center integrations.

To succeed in this role you must have experience in:
Team & Leadership:

• Coordinate with a team of AI Developers and business analysts to design and deliver business and customer process changes.
• Governance of the overall IVR/IVA/Chat bot customer journeys
• Provide guidance and direction to business analysts on the development of appropriate business requirements to support release delivery

Strategic Alignment with Automation and AI:

• Define the vision, strategy and roadmap for agent tools and platforms
• Understand the needs of our customers and customer support teams and co-create exceptional tools to support great experiences
• Work alongside Architecture teams to select new software where required
• Develop and maintain roadmaps for the platforms consistent with Digital first business strategy and communicate the platform vision
• Work with business and project managers, tech leads and operational staff to determine scope and priorities for product development cycles, including a prioritized backlog for implementation
• Ensure that the day-to-day reporting is established to monitor and ensure that overall improvement is achieved from the improvements implemented.

Collaborative Leadership with Technology Focus:

• Collaborate with Architecture, Product and Support teams to translate business requirements into user stories / detailed specifications
• Collaborate closely with stakeholders across user groups, project sponsors, product teams, and IT professionals, ensuring seamless integration of cutting-edge automation, AI solutions, and enhancements to Salesforce and contact center technologies.

Enhanced Effectiveness through Technology Innovation:

• Align strategic goals and objectives with decisions on care tools, emphasizing the integration of automation and AI technologies to redefine and implement an advanced care strategy.
• Drive initiatives to improve the effectiveness of tools, optimizing the overall agent experience and successfully resolving customer issues through the implementation of innovative automation and AI technologies.

Salesforce Improvements:

• Spearheaded improvements in Salesforce functionality, emphasizing data integration, workflow automation, and user experience enhancements to streamline processes and improve customer interactions.

Contact Center Innovations:

• Lead efforts to integrate contact center solutions, focusing on unified platforms that incorporate intelligent routing, real-time analytics, and seamless interactions to elevate the efficiency of our care teams.

Integrated Enterprise View with Technology Integration:

• Work towards developing an integrated view of the enterprise, utilizing a repeatable approach, cohesive framework, and industry-standard techniques, specifically integrating automation and AI components into the holistic business view.

Strategic Communication with Technical Insights:

• Demonstrate exceptional communication skills at all levels of the organization through written and verbal channels, as well as visualizations, incorporating technical insights when presenting complex concepts to diverse audiences.

Liaison Role with Technical Acumen:

• Act as a liaison between business and IT, conveying information needs of the business to IT and articulating data constraints to the business. Apply equal conveyance regarding business strategy, IT strategy, business processes, workflow automation, business initiatives, IT initiatives, and benefits realization, with a focus on data-driven insights and decisions.

Desired Qualifications/Skills:

• Bachelor Degree in business and/or Technology or equivalent military and/or work experience
• 3+ years working in a Contact Center operations environment or supporting operations and/or strategic or operational initiatives.
• Demonstrated successful leadership of agile iterative teams in the delivery of product / feature improvement
• 3 years of business process or consulting experience
• Previous demonstrated Product ownership or strong working knowledge of at least 2 agent facing tools (eg agent desktop, Messaging, Bots, Knowledge Management, IVR/IVA)
• Demonstrated experience with Contact Center and Unified Communications and SAS tools
• Combination of technical aptitude / judgment, commercial acumen and product management skills
• Demonstrated experience in leveraging customer insights to build and develop tailored. Innovative solutions
• Demonstrated negotiating and decision-making ability
• Advanced Structural Insight:
  • Ability to recognize and address structural issues within the organization, identifying functional interdependencies and cross-silo redundancies, particularly in the context of automation and AI integration.
• Analytical Proficiency with Technical Focus:
  • Strong situational analysis and decision-making abilities, coupled with a keen focus on assimilating and correlating disconnected documentation and drawings, especially those related to Salesforce and contact center integrations.
• Modeling Expertise with Technology Integration:
  • Ability to visualize and create high-level models for future analysis, contributing to the extension and maturation of the business architecture, with a specific emphasis on incorporating advanced technologies like automation and AI.
• Simplification Skills with Technical Clarity:
  • Ability to simplify complex problems and solutions, translating scenarios into terms that all levels of the organization can comprehend and support, particularly when explaining the intricacies of automation and AI implementations.

If you are a dynamic and strategic leader with a proven track record in optimizing care tools and processes through automation, AI, Salesforce improvements, and contact center integrations, we invite you to apply for this senior-level position with significant impact and influence.
What we offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Wellness programs including 1:1 coaching and meditation guidance
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Pet insurance and Pet Telehealth
• 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 perks and discounts program

About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video PhoneTM (MVPTM) 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 California or Colorado, the compensation range for this position is between $85,750 and $122,500 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.