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

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