CX Specialist

5 days ago

Pleasanton, CA, United States Packet Fusion Full time
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