What are the responsibilities and job description for the UCaaS/CCaaS Implementation Engineer position at Packet Fusion?
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 :
