Implementation Engineer UCaaS & CCaaS (Pleasanton)

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) PDN-a0f27606-15a1-4da4-849b-238874301b51