Senior/Principal Product Manager

Say hello to opportunities.If you’re looking to be part of what’s next in communication, you’re in the right place.At 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.With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications.RingCentral is moving from AI that assists people to AI that completes work. Our AI-first customer engagement portfolio — AIR, AIR Pro, RingCX, and the AI agent capabilities we are shipping across voice and more than twenty digital channels — is being adopted at scale, with RingCX growing roughly 70% year over year and more than 1,700 business customers. We are turning individual AI features into a coherent agentic platform that enterprises can build on, govern, measure, and trust.That is what this role owns. You will define and ship the platform layer that lets an AI agent reason over a goal, call real business systems, respect enterprise guardrails, hand off to a human with full context, and be evaluated with the same rigor a contact center applies to its best people. You will do it at a company that already owns the voice channel, the enterprise relationships, and the distribution — which means your decisions reach production traffic quickly, and mistakes are expensive.We are looking for someone who has done this where it is hardest: enterprise conversational and agentic AI. If you have built agent platforms, agent builders, agent-assist products, or CX automation at a company competing in this category, you will recognize most of this description.What you will ownFour surfaces, one product story. You will not own all four equally on day one — you and your leadership will sequence them — but you are accountable for how they fit together.1. The agentic platform and agent builderAgent orchestration: goal decomposition, multi-step reasoning, and where the line sits between deterministic workflow and model-driven autonomy for a regulated enterprise buyer.Tool use and actions: how agents call CRM, ticketing, order management, and homegrown systems safely — schema definition, auth, retries, idempotency, timeouts, and failure semantics.Knowledge grounding and retrieval: connecting agents to knowledge bases, policy documents, and structured data, with attention to freshness, permission-aware retrieval, and source citation.Guardrails and control: topic boundaries, escalation triggers, human-in-the-loop checkpoints, approval gates for consequential actions, and PII handling.Agent lifecycle: authoring, versioning, simulation, staged rollout, rollback, and deprecation — with a no-code path for CX administrators and a pro-code path for developers on the same underlying model.Multi-agent patterns: supervisor...