Pleasanton, California, United States · Hybrid
$100k–$165k/yr
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 Ring…
Skills: CCaaS, Zoom Contact Center, RingCentral CX, Solution Architecture, Omnichannel Routing
Pleasanton, California, United States · On-site
$85k–$150k/yr
Position Summary: At Packet Fusion, we guide business leaders through the rapidly evolving tech landscape, streamlining decision-making and driving superior business outcomes in the digital era. As a key player in our dy…
Skills: B2B Marketing, SEO, WordPress, Microsoft Dynamics 365, AI Tools
Pleasanton, California, United States · On-site
$90k–$180k/yr
Position Summary: We are looking for a dynamic and results-driven Project Manager to lead UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) implementation projects, with a primary focus …
Skills: UCaaS Implementation, CCaaS Implementation, Zoom Platform, RingCentral Platform, Project Management
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The CX Specialist will lead the design, deployment, and integration of modern contact center and cloud communication platforms. They are responsible for configuring omnichannel solutions, AI-driven virtual agents, and API-based workflows to optimize customer experience.
Candidates must have 3–5+ years of experience implementing CCaaS platforms like Zoom and RingCentral. Strong technical proficiency in API-driven automation, CRM integration, and enterprise-level deployment is required.
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.
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.
Up to 10% for hybrid/remote client engagements
Multiplying Efforts. Accelerating Business Outcomes.
Strategy should drive technology decisions, and it's crucial to have an IT advisor who knows how to evaluate, implement, and manage technology so you multiply your efforts and accelerate business outcomes. Packet Fusion is an IT Advisory firm committed to helping you do more with less. With a dedicated army of researchers, solution architects, and top-tier vendors, we guide you to the right IT solutions for your current and future needs.
Offices: 4637 Chabot Drive, Suite #350, Pleasanton, CA 94588, US · 18025 Skypark Circle, Suite H, Irvine, CA 92614, US · 2767 Toronja Way, Sacramento, CA 95833-3738, US · 2173 Salk Ave, Ste 250, Carlsbad, CA 92008, US
Multiplying Efforts. Accelerating Business Outcomes.
Strategy should drive technology decisions, and it's crucial to have an IT advisor who knows how to evaluate, implement, and manage technology so you multiply your efforts and accelerate business outcomes. Packet Fusion is an IT Advisory firm committed to helping you do more with less. With a dedicated army of researchers, solution architects, and top-tier vendors, we guide you to the right IT solutions for your current and future needs.
Offices: 4637 Chabot Drive, Suite #350, Pleasanton, CA 94588, US · 18025 Skypark Circle, Suite H, Irvine, CA 92614, US · 2767 Toronja Way, Sacramento, CA 95833-3738, US · 2173 Salk Ave, Ste 250, Carlsbad, CA 92008, US
