Packet Fusion
Implementation Engineer UCaaS & CCaaS
Packet Fusion - Pleasanton, California, United States, 94566
Work at Packet Fusion
Overview
- View job
Overview
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)
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)