Implementation Engineer UCaaS & CCaaS - Packet Fusion : Job Details

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This range is provided by Packet Fusion. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$75,000.00/yr - $135,000.00/yr

UCaaS/CCaaS Implementation EngineerAs 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)

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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