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:

• 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)