Implementation Engineer UCaaS - Pleasanton - Packet Fusion

    Packet Fusion
    Packet Fusion Pleasanton

    1 day ago

    Description

    UCaaS/CCaaS Implementation Engineer

    Are you the right candidate for this opportunity Make sure to read the full description below.

    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. xhmxlyz
    • 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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