What are the responsibilities and job description for the Zoom Contact Center (CCaaS) Implementation Engineer position at Total Communication Solutions?
Company Description
Total Communication Solutions is a platinum Zoom partner, specializing in the implementation and management of Zoom platforms. Our business model is centered around providing seamless deployment and expert managed services to ensure clients achieve success with Zoom Phone and Contact Center solutions. We focus on delivering platinum-level managed support for an exceptional user experience. Our goal is to help businesses maximize the capabilities of the Zoom platform and achieve their communication objectives.
Role Description
This is a full-time, remote role for a Zoom Contact Center (CCaaS) Implementation Engineer. The responsibilities include managing the end-to-end implementation of Zoom Contact Center solutions, collaborating with clients to design and configure systems, troubleshooting issues, providing technical support during and after deployment, and ensuring seamless communication system integrations. The candidate will work closely with cross-functional teams to deliver high-quality results and maintain strong client relationships while ensuring solutions meet business requirements and specifications.
- Lead implementations of Zoom Contact Center and related Zoom platform services
- Design and configure:
- Call flows, IVRs, queues, skills-based routing
- Business hours, routing profiles, and overflow logic
- Reporting, dashboards, and analytics
- Support integrations with Zoom Phone, CRM systems, and third-party tools
- Partner with sales and project management during discovery, design, and handoff
- Guide customers through testing, training, and go-live
- Troubleshoot issues during implementation and early post-launch phases
- Create and maintain implementation documentation and best practices
- Act as a trusted technical advisor to customers using the Zoom platform
- 2 years of CCaaS or contact center implementation experience
- Hands-on experience with Zoom Contact Center (required)
- Strong understanding of:
- Contact center call routing and IVR design
- SIP, VoIP, and telephony fundamentals
- Customer experience and agent workflows
- Comfortable in a customer-facing VAR environment
- Ability to manage multiple implementations at once
- Clear communicator with both technical and non-technical stakeholders
- Zoom certifications (ZCC, ZCX, Zoom Phone) or willingness to obtain
- Experience implementing Zoom Phone alongside Contact Center
- CRM integrations (Salesforce, Zendesk, ServiceNow)
- Prior experience working at a VAR, MSP, or systems integrator