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Implementation Engineer UCaaS & CCaaS

Implementation Engineer UCaaS & CCaaS

Packet FusionPleasanton, CA, United States
30+ days ago
Job type
  • Full-time
Job description

UCaaS / CCaaS Implementation Engineer

As a UCaaS / CCaaS Implementation Engineer , you will lead the deployment of cutting-edge cloud communications and contact center solutions, specializing in Zoom Phone, RingCentral, Zoom Contact Center, and RingCentral Contact Center . You will play a key role in designing, integrating, and optimizing enterprise-grade voice, video, messaging, and omnichannel customer engagement workflows.

Key Responsibilities :

  • Solution Design & Deployment - Architect and implement UCaaS / CCaaS solutions tailored to enterprise business needs, ensuring scalability, security, and seamless user adoption.
  • Advanced Contact Center Configuration - Set up skills-based routing, omnichannel queues (voice, chat, email, SMS, social), and workforce optimization tools to enhance customer experience.
  • AI & Automation Integration - Deploy AI-powered features such as virtual agents, real-time sentiment analysis, automated quality management, and conversational AI.
  • CRM & Business Tool Integrations - Configure deep integrations with platforms like Salesforce, Zendesk, Microsoft Teams, ServiceNow , and business intelligence tools for data-driven decision-making.
  • Custom Reporting & Analytics - Develop dashboards and reporting frameworks to monitor contact center performance, agent productivity, and customer engagement trends.
  • Customer Training & Support - Conduct hands-on training sessions and provide ongoing technical support for end-users and administrators.

Required Qualifications :

  • Proven experience implementing UCaaS / CCaaS solutions with Zoom Phone, RingCentral, and associated contact center platforms .
  • Deep understanding of enterprise contact center operations, best practices, and omnichannel workflows .
  • Expertise in IVR design, automated call distribution (ACD), and workflow automation .
  • Experience with AI / ML applications in customer experience , such as virtual assistants and predictive analytics.
  • Strong knowledge of API integrations, webhooks, and automation tools .
  • Proficiency in CRM platforms (Salesforce, Zendesk) and custom integrations .
  • Familiarity with speech analytics, conversation intelligence, and quality management technologies.

    • Technical Skills :

  • UCaaS & CCaaS Administration - Cloud telephony, SIP trunking, call flow management.
  • Omnichannel Contact Center Configuration - Routing logic, escalation paths, multi-channel engagement.
  • Workforce Engagement Management (WEM) - Scheduling, forecasting, agent optimization.
  • IVR & Conversational AI Development - Chatbots, voicebots, self-service automation.
  • Data & Analytics - Contact center reporting, real-time dashboards, KPI monitoring.
  • Security & Compliance - Encryption, fraud prevention, adherence to global standards.

    • Travel Requirements :

  • Up to 10% travel to client sites (hybrid implementation model with remote options)
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    Implementation Engineer • Pleasanton, CA, United States