End User Trainer - 1099 Contractor
Packet Fusion
Pleasanton, CA
Overview:
We are seeking a technically proficient End User Trainer to support the deployment, adoption, and effective use of UCaaS platforms, with a primary focus on Zoom and RingCentral. This role blends technical knowledge of unified communications, voice, and collaboration platforms with strong instructional and facilitation skills to ensure successful end-user enablement.
Key Responsibilities:
- Deliver instructor-led (virtual and in-person) training for Zoom UCaaS and RingCentral UCaaS solutions, including voice, meetings, messaging, presence, and contact center basics
- Explain UCaaS architecture and features at an end-user and power-user level, including call flows, device usage, softphones, mobile clients, and desktop applications
- Train users on telephony concepts such as extensions, DID usage, call routing, voicemail, call queues, auto attendants, call forwarding, and emergency calling (E911) basics
- Provide training on user-level administration tasks, including profile configuration, device management, voicemail settings, and feature customization
- Support go-live activities by delivering floor support, office hours, and post-migration training sessions
- Develop and maintain technical training content, including user guides, FAQs, videos, and knowledge base articles
- Troubleshoot common end-user UCaaS issues and escalate complex problems to engineering or support teams
- Collaborate with UCaaS engineers, project managers, and customer stakeholders to align training with technical designs and deployment timelines
- Collect user feedback and adoption metrics to continuously improve training effectiveness
Required Technical Qualifications:
- Hands-on experience with Zoom UCaaS and/or RingCentral UCaaS platforms
- Working knowledge of VoIP fundamentals (SIP, codecs, QoS concepts, latency, jitter, packet loss) at a conceptual level
- Familiarity with UCaaS features such as call queues, auto attendants, hunt groups, shared lines, and integrations
- Experience supporting desktop, mobile, and desk phone endpoints (Windows, macOS, iOS, Android, and common IP phones)
- Ability to interpret basic call quality issues and guide users through corrective actions
Required Skills:
- Strong technical communication and presentation skills
- Ability to translate complex UCaaS and VoIP concepts into clear, user-focused instruction
- Comfortable training both non-technical users and power users/admin assistants
- Excellent troubleshooting and problem-solving skills
Preferred Qualifications:
- Zoom and/or RingCentral certifications
- Experience supporting UCaaS migrations or enterprise rollouts
- Familiarity with contact center concepts or integrations (CRM, calendaring, SSO)
- Background in IT support, network operations, or systems administration
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.