{"id":354329,"url":"https://alion.io/job/ringcentral-contact-center-expert-workforce-management","title":"Contact Center Expert - Workforce Management","company":{"id":58779,"name":"RingCentral","domain":"ringcentral.com","url":"https://alion.io/company/ringcentral","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":15,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-10-17T05:46:00Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":35000,"period":"year","method":"role_seniority_country_cell","sample_n":15},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-08-13T00:00:00Z","employer_posted_date":"2026-08-13","last_verified_at":"2026-10-18T16:58:37Z","board_verified":true,"closed_at":null,"days_open":67,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":67},"description":"Contact Center Expert- Workforce Management\nSay hello to opportunities.\nIf you’re looking to be part of what’s next in communication, you’re in the right place.\nAt RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio-AIR, AVA, and ACE-brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.\nWith $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications.\nThis is where you and your skills come in. We’re currently looking for:\nThe Contact Center Expert - Workforce Managemen t is a credentialed, hands-on product and domain specialist viewed as a subject matter expert. This is not a relationship role and it is not a consulting role in the generalist sense. The practitioner built things, configured things, broken things, and fixed them - in production environments. We learn more from mistakes than successes and it’s important that you’ve made mistakes and worked through them with positive outcomes. That insight will be valuable to the customers you assist.\nYou are engaged by the Technical Success Manager (TSM) when a customer requires expertise that goes beyond what the TSM can cover. The engagement may be a targeted consultation, a platform health check, an AI or workflow design session, or a multi-session optimization program. The engagements will have a defined scope, an associated cost to the customer, and defined start and exit dates. The TSM owns the customer relationship throughout and you will own the engagement from start to finish.\nJob Responsibilities:\nCustomer Engagements\nEngage as a pull-in specialist when the TSM identifies a customer need requiring domain depth - complex configuration, design discussions, workflow brainstorming sessions, forecasting discussions, QA processes, data and analytics, etc\n\nLead focused, time-bound customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations\n\nWFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs\n\nForecast methodology review: historical volume data, pattern identification, shrinkage assumptions, and forecast accuracy against actuals\n\nSchedule build assessment: schedule configurations, shift templates, bidding or assignment rules, and coverage gap analysis\n\nReal-time adherence (RTA) configuration: adherence states, tolerance thresholds, and agent activity code configuration\n\nMulti-site WFM design: configuration for customers with distributed contact center operations across time zones and geographies\n\nQM evaluation form design: assessing whether evaluation forms are built to measure behaviors that correlate with customer satisfaction and compliance outcomes\n\nCalibration program configuration: calibration session setup, scoring variance analysis, and inter-rater reliability processes\n\nQM workflow configuration: evaluation assignment logic, acknowledgment workflows, coaching integration, and dispute resolution processes\n\nTraditional QM reporting: evaluation completion rates, score distribution, trend analysis, and coaching effectiveness measurement\n\nDeliver findings and recommendations professionally - written output and verbal presentation to technical leads and senior business stakeholders\n\nProduct Feedback\nDocument recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements\n\nSubmit structured input through the SME-to-Product feedback channel after each engagement\n\nParticipate in product beta programs and early access initiatives within your specialty lane\n\nInternal Knowledge\nMaintain current, deep knowledge of your specialty lane across all RingCentral products.\n\nContribute to all knowledge resources for RingCentral teams\n\nStay current on competitive platform capabilities (NICE CXone, Genesys, Five9, Zoom) within your domain\n\nHow You Work\nCommunication is top notch - you speak professionally, cordially, and personable\n\nOwnership - you own your communication as well as the tasks, don’t let balls drop, you follow up and follow through\n\nDirect and specific - you communicate with precision about technical topics and don't hide behind vague language\n\nCredible under pressure - you are comfortable being challenged by technically sophisticated customers or internal engineers\n\nEfficient - you scope an engagement clearly, work within it, and produce output that is usable without extensive editing\n\nYou do not need to be a natural relationship-builder; the TSM handles that. You need to be professional, prepared, and technically unimpeachable\n\nTo succeed in this role you must have experience in:\nCandidates must be able to point to specific, verifiable work within the WFM and QA specialties and have had personal accountability for design and delivery in enterprise environments. You have personally built forecasts, configured schedules, set up adherence tracking, and designed QM forms for real operations. The following are illustrative examples of the kind of experiences we're looking for.\nDesired Qualifications:\nMinimum 7 years of hands-on WFM work - as a WFM analyst, WFM configuration specialist, or CCaaS professional services engineer withWFM as primary scope\n\nDeep hands-on experience with at least two of the three target platforms: NICE WFM (IEX), Calabrio WFM, Verint WFM\n\nPersonal ownership of WFM configuration for multi-site operations - able to describe the site structure, volume split assumptions, and schedule design decisions\n\nDirect experience with QM platform configuration on at least one platform - evaluation form design, calibration setup, and QM reporting\n\nExperience diagnosing WFM configuration failures - forecast accuracy issues, adherence state misconfiguration, schedule build errors - and correcting them in production\n\nA detailed track record citing the projects, describing the environments, outlining the mistakes, and explaining the decisions you made\n\nDocumented professional history that a technical interviewer can interrogate: past employers, project scopes, systems touched, outcomes delivered\n\nWhat we offer:\nComprehensive HMO package (medical and dental)\n\nPersonal Time Off Leaves\n\nQuarterly Performance Bonus\n\nEmployee Assistance and Wellness Programs\n\nRingCentral’s Global Service and Supportteam 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.\nRingCentral’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 BuiltIn, 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.\nAbout RingCentral/Acquire Intelligence\nRingCentral is a global leader in agentic voice AI-powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey - before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction - enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more.\nRingCentral 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.\nAcquire Intelligence transforms the way companies grow and operate by combining intelligent global outsourcing with AI consulting and implementation to accelerate growth and transform business at scale.\nWe eliminate inefficiencies, automate with intent, and reallocate work to where it performs best. With 9,000 employees across Australia, the Philippines, the Dominican Republic, and the United States, we provide secure and scalable solutions in customer experience, back office, and digital operations.\nFounded in 2006, Acquire offers flexible delivery models ranging from building Remote Teams to comprehensive outsourcing in both onshore and offshore locations. Our AI division accelerates\ntransformation with automation strategies that deliver guaranteed ROI. All solutions are backed by deep expertise and enterprise grade compliance.\nAt Acquire Intelligence, we are Safe, Flexible, and Innovative. We deliver transformation with intent, impact, and entrepreneurial energy.\nBy completing your application for this role, you:\nAgreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities\n\nHave read and agreed to our Data Privacy Policy","description_format":"text","description_chars":9826,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Wellness"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Video Conferencing & Webinars","Unified Communications","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-09-05T19:10:47Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.409,"p_room":0.36,"age_days":65,"expected_fill_days":34,"reasons":["conf:41","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/ringcentral-contact-center-expert-workforce-management","json_url":"https://alion.io/job/ringcentral-contact-center-expert-workforce-management.json","meta":{"generated_at":"2026-10-19T02:48:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1622,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58779},"rest":"https://alion.io/mcp/rest/get_company?id=58779"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fringcentral-contact-center-expert-workforce-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fringcentral-contact-center-expert-workforce-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fringcentral-contact-center-expert-workforce-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ringcentral-contact-center-expert-workforce-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fringcentral-contact-center-expert-workforce-management"}]}