RingCentral Engineer

We are seeking an expert-level RingCentral Communications Engineer to own and advance our unified communications and contact center platform. This is a hands-on engineering role, not a help desk or basic admin position. The ideal candidate brings deep, production-proven expertise in RingCentral EX, RingCentral CX1 (formerly NICE CXone), and RingCentral Studio, and is ready to deliver results from day one with zero ramp-up on core platform capabilities.

The role is heavily slanted toward building, enhancing, and integrating — not routine administration. You will architect and implement CX1 contact flows, build and maintain Studio scripts, and design the integration layer between RingCentral and Salesforce/Litify to deliver a seamless experience for agents, attorneys, and support staff across multiple practice areas.

This role requires a working expert in RingCentral. There is no learning curve budget for core platform skills. Candidates who are “familiar with” or “have exposure to” RingCentral need not apply.

• Design, build, and optimize CX1 contact flows, IVR trees, ACD routing, skills-based distribution, and agent workspace configurations for multiple departments including Intake, Pre-Litigation, Litigation, and Medical Records.
• Expand CX1 from its current footprint (~50 agents) to additional departments, beginning with Litigation and Medical Records, including full buildout of queues, skills, dispositions, and reporting.
• Develop, maintain, and troubleshoot Studio scripts/flows for inbound and outbound call handling, callback logic, after-hours routing, holiday schedules, and escalation paths.
• Maximize CX1 platform utilization — identify underused capabilities and implement features that improve agent efficiency, caller experience, and management visibility.

• Manage and enhance the EX environment (~250 seats across 10 offices), including call routing, auto-attendants, hunt groups, call queues, and user provisioning.
• Architect and implement changes to the EX call flow topology as new offices open or organizational structures evolve.
• Troubleshoot call quality, network, and configuration issues across office and remote environments.

• Design and build the integration layer between RingCentral (EX and CX1) and Salesforce/Litify, including:
• Screen pops on inbound calls surfacing Matter, Intake, and Contact data to agents in real time.
• Automatic call and activity logging to Matter records in Litify.
• Click-to-dial functionality from Matter, Contact, and Insurance records.
• IVR routing logic informed by Matter status, case type, or practice area data from Salesforce.
• Voicemail transcription with automatic delivery into Litify Matter records.
• SMS/text message logging and archival tied to Matter records.
• Real-time and historical reporting dashboards integrating CX1 agent/queue data with Salesforce reports.
• Own the ongoing maintenance, enhancement, and troubleshooting of all RingCentral-to-Litify integration points.

• Participate in phone call and text message archiving initiatives to ensure regulatory and firm compliance requirements are met, working alongside IT leadership to implement retention and retrieval solutions.

• Work directly with stakeholders in Intake, Pre-Litigation, Litigation, Medical Records, and firm leadership to gather requirements, translate business needs into technical solutions, and deliver against project timelines.
• Communicate technical concepts clearly to non-technical stakeholders and provide training/documentation as needed.

• Expert-level RingCentral CX1 experience — demonstrated ability to independently design, deploy, and optimize CX1 contact center environments in production, including ACD routing, skills-based distribution, workforce management integration, and real-time/historical reporting.
• Expert-level RingCentral Studio proficiency — fluency in writing and editing Studio scripts for complex call flows, IVR logic, API integrations, database lookups, and conditional routing. Must be able to read, debug, and extend existing scripts (~100 in current environment).
• Strong RingCentral EX administration — experience managing multi-site EX deployments at scale (200+ users), including call flow design, auto-attendants, hunt groups, and telephony troubleshooting.
• CTI / CRM integration experience — hands-on experience integrating RingCentral with Salesforce or similar CRM platforms via CTI adapters, APIs, webhooks, or middleware. Must understand screen pop architecture, call event handling, and activity logging patterns.
• API and scripting proficiency — comfortable working with REST APIs, JSON payloads, OAuth authentication, and scripting languages (JavaScript, Python, or equivalent) in the context of telephony integrations.
• Independent problem solver — able to troubleshoot complex call flow, routing, and integration issues end-to-end without escalation to vendor support for routine problems.
• Communication skills — able to work effectively with non-technical stakeholders across departments and translate business requirements into technical implementations.

• Salesforce / Litify experience — familiarity with Salesforce platform architecture (objects, flows, SOQL, APIs) and ideally direct experience with Litify, the legal-specific Salesforce application. Experience building or supporting CTI integrations within the Salesforce ecosystem is highly valued.
• RingCentral certifications — any current RingCentral or NICE CXone certifications are a plus but not required if depth of hands-on experience is demonstrable.
• Call/text archiving experience — experience implementing or managing telephony archiving, compliance recording, or retention solutions.
• Multi-site telephony architecture — experience designing communications infrastructure across multiple offices with centralized management.