Senior Product Manager, Contact Center AI

Senior Product Manager, Contact Center AI

RingCentral is 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.

RingCentral is a leading Unified Communications as a Service (UCaaS) provider, offering an innovative suite of telephony, contact center, video conferencing, and collaboration products for enterprise, mid-size companies, and small businesses.

Senior Product Manager, Contact Center AI:

RingCentral seeks a passionate and experienced Senior Product Manager, Contact Center AI to join our growing team. You will play a pivotal role in shaping the future of AI-powered communication and collaboration solutions, helping us redefine how businesses connect and interact. This will be a hybrid role based at our Belmont, CA headquarters.

About You:

• Bachelor's degree in Computer Science, Computer Engineering or related field and equivalent practical experience.
• You are a seasoned product leader with 5-8 years of experience bringing B2B SaaS products to market, ideally in the CCaaS space (contact center).
• You possess a strong working knowledge of Large Language Models (LLMs) and their applications in contact center solutions.
• You have hands-on experience collaborating with engineering and design teams to translate technical concepts into user-centric solutions.
• You are a data-driven leader who thrives on using metrics and user feedback to iterate and improve products continuously.
• You are an excellent communicator who can influence stakeholders across various disciplines (engineering, design, marketing, and sales).
• You are a strategic thinker who can translate business goals into actionable product roadmaps.
• You have experience shipping products/features that have end-to-end experiences (customer-facing - UX, infrastructure and platform, billing, and backend dependencies).

Responsibilities:

• Lead the development of product roadmaps focused on AI-powered features and solutions within the RingCentral contact center product ecosystem.
• Define and document product requirements (user stories, PRDs) that are clear, concise, and actionable for engineering teams.
• Collaborate closely with engineers, designers, and other stakeholders to bring contact center AI products from ideation to launch.
• Develop and implement a robust go-to-market strategy for new contact center AI features, ensuring successful adoption by our user base.
• Establish key performance indicators (KPIs) and track product performance to measure success and identify areas for improvement.
• Stay up to date on the latest trends and advancements in AI and translate these insights into product strategy and vision.
• Monitor product performance and user feedback using data-driven insights to inform product improvements and iterations.

Bonus Points:

• A proven track record of shipping successful AI products that have demonstrably improved user experience and business outcomes.
• Experience working with various LLMs and foundational models and understanding pros and cons between them.
• Experience working in a fast-paced, agile environment.

What we offer:

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
• 401K match and ESPP
• Flexible PTO
• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
• Paid parental leave and new parent gift boxes
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Rocket Lawyer services that provide legal advice, document creation and estate planning
• Employee bonus referral program

RingCentral is headquartered in Belmont, California, and has offices around the world. For Belmont, the compensation range for this position is between $150,000 and $220,000.

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.