Director of Agentic Support Technology

Say hello to opportunities.

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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

In this role as a Director of Agentic Support Technology you will lead the technological transformation of our 1,300-person support organization from traditional human-centered operations to an agentic, AI-driven ecosystem. This role combines deep technical leadership with contact center expertise to deliver breakthrough efficiency while maintaining world-class customer satisfaction. As both a hands-on technology leader and strategic executive, you’ll architect and implement next-generation support systems while serving as the primary technical liaison to C-level stakeholders.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.

Key Responsibilities:

Strategic Technology Leadership:

• Drive the end-to-end transformation roadmap from human-based to agentic support operations
• Own the technology strategy for 50+ concurrent projects across AI platforms, enterprise integrations, and custom agent development
• Serve as design partner and alpha tester for company’s proprietary agentic platform
• Present technology strategy, progress, and ROI metrics to CEO and executive leadership team
• Establish KPIs that balance operational efficiency gains with customer experience preservation

Technical Architecture & Execution:

• Lead implementation of enterprise platforms including Omelia, Cognigy, and OpenReach within large-scale contact center environment
• Architect integrations between Salesforce, UCaaS/CCaaS platforms, and emerging AI systems
• Design and oversee development of custom LLM agents for social media monitoring, response generation, and support automation
• Implement agile development practices including sprint-based delivery and rapid release cycles
• Ensure scalable, secure, and reliable technical solutions across 1,300+ user environment

Contact Center Excellence:

• Maintain and improve NPS and CSAT scores throughout technology transformation initiatives
• Design change management strategies that minimize disruption to agent workflows and customer experience
• Implement efficiency measurement frameworks that demonstrate clear ROI on technology investments
• Balance automation opportunities with human agent empowerment and job evolution
• Monitor and optimize technology performance against contact center operational metrics

Team & Stakeholder Leadership:

• Build and lead 10-person Sofia-based technology team within $500K budget
• Collaborate directly with AI/ML engineering teams on platform development and integration
• Translate complex technical concepts into business value propositions for executive audiences
• Manage vendor relationships and technical partnerships with platform providers
• Foster cross-functional collaboration between support operations, IT, and product development teams

Required Qualifications:

Contact Center Technology Leadership:

• 7+ years leading technology implementations in contact centers with 500+ agents
• Proven track record delivering efficiency projects that improved operational metrics by 20%+ while maintaining customer satisfaction
• Direct experience with UCaaS/CCaaS platform integrations and enterprise contact center technology stacks
• Demonstrated ability to manage technology rollouts without degrading NPS/CSAT scores

Technical Expertise:

• Strong background in enterprise software architecture and API integrations
• Hands-on experience with Salesforce, CRM integrations, and middleware solutions
• Working knowledge of AI/ML platforms and LLM implementation
• Experience with agile development methodologies, CI/CD, and modern DevOps practices
• Ability to write technical requirements and collaborate directly with engineering teams

Executive Leadership:

• Proven ability to interface effectively with C-level executives and board members
• Experience translating technical concepts into business impact and ROI metrics
• Track record managing complex, multi-stakeholder technology transformations
• Strong presentation and communication skills for technical and non-technical audiences

Team Building:

• Experience building and leading distributed/offshore technology teams
• Ability to recruit, develop, and retain top technical talent
• Proven track record managing technology budgets and resource allocation

Preferred Qualifications:

• Experience with AI-powered customer service platforms (Cognigy, Omelia, similar)
• Background in product management or product development methodologies
• Previous exposure to conversational AI, chatbots, or intelligent automation platforms
• Experience in SaaS, UCaaS, or telecommunications industry
• Advanced degree in Computer Science, Engineering, or related technical field

What we offer:

• Well-coordinated professional team.
• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• 200 BGN Digital Food Vouchers via EdenRed and their applicatio
• 120 BGN Gross as part of the salary for Working Expenses Allowance

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) 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.