Senior Agentic AI Engineer

Say hello to opportunities.

It’s not everyday 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. 
 

You will play a lead role in a high-impact transformation: evolving RingCentral’s 1,300-person global support organization from a human-centric operation into a hybrid, agentic AI ecosystem. We are moving beyond traditional chatbots to build autonomous, goal-driven AI agents capable of reasoning, planning, and executing complex support workflows to resolve customer issues at scale.
 

As a hands-on Senior Agentic AI Engineer in the Agentic Support Technology team, you will design, build, and deploy production-grade agentic systems combining Large Language Models (LLMs), deterministic logic, and secure tool use. You will own systems end-to-end—from design and evaluation to deployment and monitoring—bridging cutting-edge AI research with the reliability required for enterprise-scale customer support.

Our AI agents will operate as trusted extensions of our support workforce, autonomously triaging issues, executing actions across internal systems, and escalating to human agents when appropriate, with clear decision boundaries and audit trails. You will also work closely with product and engineering teams to enhance and evolve RingCentral’s own agentic AI platform, ensuring it remains robust, extensible, and aligned with enterprise needs.
 

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

• Design and implement multi-agent and agentic architectures using patterns such as ReAct, Plan-and-Solve, and graph-based orchestration.

• Build stateful, tool-using agents capable of multi-step reasoning, failure recovery, and safe human handoff.

• Enable agents to autonomously triage, diagnose, and resolve complex technical support tickets.

• Implement programmatic prompt pipelines (e.g., DSPy) that treat prompts as optimizable parameters rather than static text, leveraging inference-time reasoning models (e.g., o1, R1) for complex planning while optimizing standard LLMs for fast execution.

• Build high-precision Retrieval-Augmented Generation (RAG) pipelines over technical documentation and support knowledge bases.

• Optimize chunking strategies, embedding models, and hybrid retrieval (keyword + semantic) for accuracy and recall.

• Continuously improve retrieval quality to minimize hallucinations and ensure factual responses.

• Engineer secure function-calling and tool-use capabilities that allow agents to interact with RingCentral’s internal APIs, telemetry systems, and CRM platforms.

• Implement robust guardrails, permissions, and error-handling around tool execution.

• Design systems with strong safety, compliance, and auditability guarantees appropriate for enterprise customer support.

• Define and drive continuous evaluation strategies, including golden datasets, LLM-as-a-Judge pipelines, and synthetic test generation.

• Implement and maintain observability and monitoring to track accuracy, hallucination rate, latency, and agent decision quality and escalation behavior in production.

• Iterate and improve agentic workflows through offline evaluation and live experimentation (e.g., A/B testing).

• Partner closely with product and engineering teams to define agent behavior, escalation policies, safety constraints, access controls, and success criteria for production deployment. 

• Collaborate to enhance RingCentral’s agentic AI platform, ensuring it supports evolving business needs, scales effectively, and integrates new AI capabilities seamlessly.

• Translate feedback from support teams and product stakeholders into actionable improvements in agentic workflows and platform capabilities.

• Deploy and operate agentic systems in production within a CCaaS / UCaaS environment.

• Optimize for latency, throughput, and cost using techniques such as caching, model selection (SLMs vs LLMs), and quantization.

• Partner with platform and infrastructure teams to ensure scalability, reliability, and security.

​Core Qualifications:

• Education: MSc in Computer Science, AI/ML, or equivalent technical field.

• Experience: 5+ years of software, ML, or applied AI engineering experience, including 1+ years building LLM-powered systems in production.
  Agentic Systems: Hands-on experience designing, implementing, or scaling agent orchestration frameworks such as LangChain, LangGraph, or similar.
  Vector & Data Stack: Proficiency with vector databases and strong SQL skills.

• Prompt Engineering & Optimization: Expertise in programmatic prompting and systematic optimization strategies (APO), treating prompts as modular code to ensure reliable, accurate, and safe outputs.

• Python Expertise: Expert-level Python  skills, including asynchronous programming and clean, maintainable code practices.
  Builder Mindset: Experience owning the “last mile” of AI systems—structured output parsing, error handling, evaluation, and latency optimization.

• Experience fine-tuning open-weight models using PEFT / LoRA for domain-specific applications.

• Background in Contact Center (CCaaS) or Unified Communications (UCaaS) platforms.

• Familiarity with containerization and cloud deployment (Docker, Kubernetes, AWS Bedrock, Azure OpenAI).

• Experience with Automatic Prompt Optimization (APO) frameworks like DSPy to compile and optimize instructions for complex agents.

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.

• 102.26 EUR/200 BGN Digital Food Vouchers.

• 61.36 EUR/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. 

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