CX Specialist

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