CX Specialist
Packet Fusion
Pleasanton, CA
CX Specialist
Overview:
We are seeking a skilled CX Specialist to lead the design, deployment, and integration of modern contact center and cloud communication platforms, with a focus on Zoom Contact Center (ZCC), Zoom Phone, and RingCentral CX. This role is both strategic and hands-on, requiring strong technical expertise and customer-facing experience to deliver scalable, AI-enhanced CX solutions.
Key Responsibilities:
- Solution Architecture & Discovery
Lead discovery workshops to assess business and CX requirements. Design tailored omnichannel solutions aligned to performance, automation, and scalability goals.
- Technical Implementation & Configuration
Deploy and configure Zoom and RingCentral platforms including call flows, IVRs, digital channels, and escalation paths. Align platform setup with business, compliance, and UX standards.
- Omnichannel Enablement & Routing
Configure voice, chat, SMS, email, and social channels. Deploy intelligent routing, queue management, concurrency limits, and RingCentral’s ORE tools.
- AI & Virtual Agent Integration
Implement Zoom Virtual Agent and RingCentral bot integrations (e.g., Dialogflow). Configure Zoom Expert Assist, AI Companion, sentiment analysis, and real-time coaching features.
- Integrations & Automation
Build API-driven workflows with Zoom Studio, RingCentral Workflow Automation Engine, and third-party CRMs (Salesforce, Zendesk, ServiceNow). Enable screen pops, data dips, real-time triggers, and reporting dashboards.
- Analytics & Optimization
Integrate KPIs, speech analytics, and QM/WFM platforms. Use platforms like CallMiner, SuccessKPI, or native tools for continuous optimization.
- Testing, Training & Launch
Develop UAT and go-live plans including number porting. Deliver admin, agent, and supervisor training. Provide hypercare support to ensure successful adoption.
- Strategic Advisory & Client Enablement
Act as a trusted advisor for enterprise clients. Provide CX best practices across AI, KPIs, workforce engagement, and platform governance.
Required Qualifications:
- 3–5+ years experience implementing CCaaS platforms (Zoom, RingCentral, etc.)
- Hands-on expertise with ZCC, Zoom Phone, ZVA, AI Companion, and RingCentral routing tools
- Strong understanding of ACD, IVR, omnichannel routing, QM/WFM
- Technical proficiency with REST APIs, JSON, Zoom Studio, webhooks, CRM connectors
- Familiarity with platforms such as Salesforce, ServiceNow, Zendesk, Microsoft Teams
- Excellent communication skills and experience leading enterprise deployments
Preferred Qualifications:
- Zoom/RingCentral certifications (e.g., ZCC Implementation Specialist)
- Experience in regulated industries (healthcare, finance, utilities)
- Familiarity with cloud platforms (AWS, Azure, GCP), security, and SAML
Technical Focus Areas:
- CCaaS Admin: Provisioning, SIP, call routing, digital channels
- AI/Automation: Chatbots, NLU, agent assist, coaching tools
- Data & Reporting: KPI dashboards, WEM analytics
- Integration: API-driven workflows, real-time data sync
- Security: Identity, compliance, and encryption
Travel Requirements:
Up to 10% for hybrid/remote client engagements
About the Company
Packet Fusion
Packet Fusion began as a small Nortel reseller in the late 1990s, but things began to change in 2001. That date marked the year Matt Pingatore joined Packet Fusion. A background in telephony sales and a drive to lead landed Matt at the helm of Packet Fusion as CEO and owner. It was an event that would transform us from a company focused on one telephony solution to a consultative partner serving clients with a variety of technologies and support services.
Sensing a shift in the marketplace from Nortel and seeing a rising star in ShoreTel, Matt brought Packet Fusion into a new era of VoIP. Superior technology coupled with our ability to adapt empowered us to surpass expectations. Since 2007, Packet Fusion has garnered six Partner of the Year awards and eight Circle of Excellence awards, tangible proof of our ability to help clients meet business objectives no matter their needs. Despite all the accolades, Packet Fusion’s real success remains seeing our hundreds of clients benefit from better communication and VoIP solutions.
Our industry hasn’t remained stagnant, and neither have we. As the communications landscape continues to shift, businesses need unified communications and collaboration (UCC) tools, call center technology and training, elastic workforce capabilities, and more. Packet Fusion meets these changes with thought leadership, knowing your business growth will write the next chapter in our story.
Ultimately, the Packet Fusion story isn’t about how many awards we’ve won and the goals we’ve accomplished. Our story is about you and how we grow and change to meet the needs you have.