What are the responsibilities and job description for the Contact Center Specialist position at Packet Fusion?
Company Description
Packet Fusion is an IT advisory firm specializing in Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions — helping organizations modernize how their teams connect, collaborate, and serve customers. By aligning communications technology with strategic business goals, Packet Fusion empowers companies to work smarter, move faster, and deliver exceptional experiences at every touchpoint.
Contact Center Specialist (Contract-to-Full-Time | Remote)
About the Role
We are seeking an experienced and driven Contact Center Specialist for a contract-to-full-time opportunity. This fully remote role is ideal for a technically proficient professional with hands-on experience in modern cloud-based contact center platforms. You will play a key role in overseeing day-to-day contact center operations, optimizing customer interaction strategies, and ensuring consistently high levels of service quality and operational efficiency.
Responsibilities
- Administer and manage cloud-based contact center platforms, with a primary focus on Zoom Contact Center and/or RingCentral Contact Center, including configuration, maintenance, and troubleshooting
- Design, build, and optimize IVR (Interactive Voice Response) call flows, routing logic, queues, and auto-attendant configurations to ensure seamless customer experiences
- Support and manage Workforce Management (WFM) functions including agent scheduling, forecasting, adherence monitoring, and real-time staffing adjustments
- Oversee Quality Management (QM) programs, including call monitoring, scorecards, agent coaching frameworks, and performance reporting
- Collaborate cross-functionally with IT, operations, and customer success teams to continuously improve contact center tools and processes
- Monitor real-time contact center performance metrics (AHT, FCR, CSAT, ASA, abandonment rate) and implement corrective actions as needed
- Manage omnichannel communication workflows including voice, chat, SMS, and email queues
- Support onboarding, training, and technical enablement of contact center agents and supervisors
- Identify and drive process improvement initiatives to enhance efficiency, reduce costs, and elevate the customer experience
- Maintain platform documentation, SOPs, and compliance with data security and regulatory requirements
Required Qualifications
- 2 years of hands-on experience with Zoom Contact Center, RingCentral Contact Center, or comparable CCaaS platforms (Genesys, Five9, NICE CXone, etc.)
- Demonstrated experience with IVR design and call flow management
- Working knowledge of Workforce Management tools and methodologies (e.g., Verint, NICE WFM, Calabrio, Zoom WFM)
- Familiarity with Quality Management platforms and best practices including call recording, evaluation frameworks, and coaching workflows
- Strong analytical skills with the ability to interpret contact center KPIs and translate data into actionable insights
- Excellent verbal and written communication skills for both technical and non-technical audiences
- Self-motivated with the ability to thrive in a fully remote, fast-paced environment
- High school diploma or equivalent required
Preferred Qualifications
- RingCentral, Zoom, or other CCaaS platform certifications
- Experience with CRM integrations (Salesforce, Zendesk, HubSpot) in a contact center environment
- Background in IT support or unified communications (UCaaS/CCaaS)
- Associate's or Bachelor's degree in Business, Information Technology, Communications, or a related field
- Experience supporting contact center teams through platform migrations or implementations
Contract Details
- Type: Contract-to-Full-Time
- Location: Fully Remote (U.S.-based preferred; must be available during core business hours)
- Start Date: Immediate / Upon Selection