Senior Systems Content Engineer

Senior Systems Content Engineer 

Say hello to possibilities.

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 information about us, we’re the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

About the Role

We are seeking a Senior Systems Content Engineer to join our team and enhance our top-tier support site and self-service resources. In this role, you will be a key player in the UX Support Infrastructure and Operations team, collaborating with KB writers, learning content creators, product managers, UX and content designers, and developers to enhance the self-service ecosystem for a global audience.

This is not just a publishing role—it is a technical position for a strategic thinker who is passionate about the "machinery" of content. You will build website components, manage metadata, and oversee the technical health of our CMS and LMS platforms. Your work will directly impact the success and competitiveness of our product offerings by ensuring our users can find the right information at the right time.

What You'll Bring

• System Architecture & Publishing: Build and publish web-based and video content across CMS and LMS platforms, refining content to support various brand ecosystems while adhering to production standards and release timelines.

• User Engagement Execution: Build and deploy contextual in-app engagement flows and User Guides using Userpilot, maintaining high accuracy and consistency across all brands and self-service touchpoints. 

• Systems & Workflow Optimization: Architect and refine backend CMS and LMS configurations to improve content delivery; implement XML DITA customizations, constraints, and custom modifications while engineering scalable workflows that streamline the end-to-end publishing process.

• Quality & Auditing: Conduct qualitative analyses (site and link audits) of support content; provide actionable recommendations for SEO, content distribution, and metadata management.

• Cross-Functional Collaboration: Partner with internal and external stakeholders, UX producers, and SMEs to evaluate and rebrand content for global audiences while maintaining brand alignment.

• Technical Troubleshooting: Use your knowledge of HTML and JavaScript to configure and troubleshoot in-product experiences and ensure platform functionality across all self-service endpoints.

• Project Leadership: Plan and execute content operations projects from start to finish, providing regular status updates and refining internal processes to ensure maximum usability.

To succeed in this role, you must have experience in:

Technical Expertise

• Systems Mastery: 2+ years of experience managing enterprise-grade Content Management Systems (CMS) and Learning Management Systems (LMS); experience with multi-brand or multi-tenant architectures is highly preferred.

• Content Engineering: Advanced proficiency in XML DITA, including hands-on experience with customization, implementing constraints, and managing specialized DITA maps.

• Metadata & Taxonomy: Strong experience in managing backend taxonomies and metadata schemas to support multi-brand content delivery.

• In-App Engagement: Proven experience using Userpilot (or similar tools like Pendo/WalkMe) to design, trigger, and analyze in-product user journeys.

• Front-End Fundamentals: Working knowledge of HTML and JavaScript, specifically for troubleshooting and configuring web-based content and in-app components.

• SEO & Analytics: Strong understanding of technical SEO, metadata structures, and the ability to interpret content performance data to drive site improvements.

Strategic & Operational Skills

• UX/IA Principles: Solid grasp of Information Architecture and User Experience design to ensure content is discoverable, intuitive, and accessible.

• Global Operations: Experience collaborating with cross-functional, multicultural teams across different time zones.

• Project Governance: Highly organized with a proactive approach to project management; capable of taking a project from initial discovery through to global launch.

• Communication & Brand: Exceptional written and verbal communication skills, with a keen eye for maintaining brand integrity across diverse product lines.

• Process Engineering: Demonstrated ability to design and document content operations workflows and "standard operating procedures" (SOPs).

Education & Experience

• Bachelor’s degree in Computer Science, Technical Communications, Information Technology, or 2+ years of equivalent professional experience in a Content Engineering or Operations role.
   

What we offer: 

• Comprehensive HMO package (medical and dental) 

• Paid time off and paid sick leave 

• Quarterly Performance Bonus 

• Employee Assistance and Wellness Programs 

About RingCentral/Acquire BPO 

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc. 

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines. 

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence. 

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. 

Acquire BPO 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.  

By completing your application for this role, you: 

• Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities 

• Have read and agreed to our Data Privacy Policy