Implementation Engineer UCaaS & CCaaS

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 :

Technical Skills :

Travel Requirements :