Implementation Engineer UCaaS & CCaaS
Packet Fusion
Pleasanton, CA
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)
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.