CX Solutions Engineering Demo Environment Administrator

RingCentral is a leading provider of business cloud communications and contact center solutions. The CX Solutions Engineering Demo Environment Administrator will manage and optimize CX demo environments to support Solutions Engineers in delivering impactful demonstrations that drive sales.

Responsibilities:

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