CCaaS Implementation Engineer

Our client is seeking a CCaaS Engineer to design, implement, configure, and support enterprise cloud contact center solutions.

This hands-on, customer-facing role focuses on Zoom Contact Center, Zoom Phone, Workforce Management (WFM), Quality Management (QM), and AI-powered contact center technologies.

The successful candidate will work directly with customers throughout solution discovery, implementation, troubleshooting, training, and ongoing technical support.


Key Responsibilities

• Deploy, configure, and support Zoom Contact Center and Zoom Phone solutions.
• Participate in customer discovery, solution design, testing, deployment, and go-live activities.
• Configure call flows, queues, routing, user permissions, skills, and operating hours.
• Implement and support WFM and QM capabilities, including forecasting, scheduling, evaluations, and reporting.
• Configure AI-powered agent assistance tools, including Zoom AI Expert Assist.
• Diagnose and resolve technical, configuration, and call-routing issues.
• Conduct customer demonstrations, technical presentations, and training sessions.
• Optimize contact center environments based on business requirements.
• Support API integrations and connections with third-party applications.
• Collaborate with internal engineering, project management, and support teams across multiple customer engagements.
  
  

Qualifications & Requirements

• 2+ years of experience with CCaaS platforms.
• 3+ years of engineering experience and 5+ years in IT or technology-related roles preferred.
• Hands-on experience with Zoom Contact Center and/or Zoom Phone is strongly preferred.
• Experience implementing or supporting WFM and QM solutions.
• Understanding of VoIP, cloud communications, call routing, and enterprise contact center technologies.
• Strong troubleshooting, communication, and customer-facing skills.
• Experience with customer discovery, implementations, demonstrations, or technical training.
• Ability to work independently in a remote, multi-project environment.
  

Preferred Qualifications

• Experience with enterprise CCaaS platforms such as Zoom, Genesys, NICE CXone, Five9, or Cisco.
• Exposure to AI-powered agent assistance, conversational AI, or Zoom AI Expert Assist.
• Knowledge of APIs, web services, and third-party integrations.
• Zoom Phone or Zoom Contact Center certifications.
  

Work Setup

• 100% remote
• Night shift