CX Specialist

Packet Fusion • Pleasanton, CA

2d • $100,000 - $165,000 • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• Lead discovery workshops to assess business and CX requirements. Design tailored omnichannel solutions aligned to performance, automation, and scalability goals.
• 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.
• Configure voice, chat, SMS, email, and social channels. Deploy intelligent routing, queue management, concurrency limits, and RingCentral’s ORE tools.
• Implement Zoom Virtual Agent and RingCentral bot integrations (e.g., Dialogflow). Configure Zoom Expert Assist, AI Companion, sentiment analysis, and real-time coaching features.
• 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.
• Integrate KPIs, speech analytics, and QM/WFM platforms. Use platforms like CallMiner, SuccessKPI, or native tools for continuous optimization.
• Develop UAT and go-live plans including number porting. Deliver admin, agent, and supervisor training. Provide hypercare support to ensure successful adoption.
• Act as a trusted advisor for enterprise clients. Provide CX best practices across AI, KPIs, workforce engagement, and platform governance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed