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 : 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)
