CCaaS Engineer – Zoom Contact Center Implementation Specialist

Total Communication Solutions (TCS) is a Zoom Platinum Partner specializing in contact center and cloud communications solutions. The CCaaS Engineer will design, implement, configure, troubleshoot, and support Zoom Contact Center and related technologies while working directly with customers on discovery, deployment, training, and ongoing consulting engagements.

Responsibilities:

• Implement and configure Zoom Contact Center and Zoom Phone solutions
• Participate in customer discovery, solution design, deployment, testing, and go-live activities
• Configure call flows, queues, routing, users, skills, operating hours, and other contact center functionality
• Configure and support Workforce Management (WFM), including forecasting, scheduling, and adherence capabilities
• Configure and support Quality Management (QM), including evaluations, scorecards, recording review, and quality workflows
• Implement and configure AI Expert Assist capabilities to provide agents with real-time guidance and information
• Troubleshoot technical, configuration, and call-routing issues
• Work directly with customers throughout implementations and support engagements
• Deliver customer demonstrations, training, and technical presentations
• Optimize contact center configurations based on customer requirements and operational needs
• Collaborate with project management, engineering, operations, and support teams
• Assist with integrations involving APIs and third-party business applications
• Support multiple customer projects in a remote consulting environment

Requirements:

• • Experience with CCaaS (Contact Center as a Service) platforms
• • Experience implementing or supporting Workforce Management (WFM) and Quality Management (QM) solutions
• • Solid understanding of cloud communications, VoIP, call routing, and contact center technologies
• • Strong troubleshooting and problem-solving skills
• • Excellent verbal and written communication skills
• • Strong customer-facing presentation skills, including presales, discovery, implementations, demonstrations, and training
• • Ability to manage responsibilities independently while working as part of a distributed team
• • 2+ years of CCaaS experience
• • 3+ years of engineering experience
• • 5+ years of technology/IT experience
• • Previous experience implementing or supporting enterprise contact center environments
• • Hands-on experience with WFM, QM, AI Agent Assist, or conversational AI technologies
• • Experience with platforms such as Zoom, NICE CXone, Genesys, Five9, Cisco, or similar enterprise CCaaS solutions
• • Experience with Zoom Contact Center and/or Zoom Phone strongly preferred
• • Experience with AI-powered agent assistance technologies, such as Zoom AI Expert Assist, is highly desirable
• • Understanding of APIs, integrations, web services, and application development concepts is highly desirable
• • Zoom Phone and/or Zoom Contact Center certifications are a plus