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