CX Specialist
Job in
Pleasanton, Alameda County, California, 94566, USA
Listed on 2026-08-05
Listing for:
Packet Fusion
Full Time
position Listed on 2026-08-05
Job specializations:
-
IT/Tech
Cloud Computing: Infrastructure & Operations, Technical Support, IT Consultant
Job Description & How to Apply Below
CX Specialist
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 Central 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
- Technical Implementation & Configuration
- Omnichannel Enablement & Routing
- AI & Virtual Agent Integration
- Integrations & Automation
- Analytics & Optimization
- Testing, Training & Launch
- Strategic Advisory & Client Enablement
- 3–5+ years experience implementing CCaaS platforms (Zoom, Ring Central, etc.)
- Hands-on expertise with ZCC, Zoom Phone, ZVA, AI Companion, and Ring Central 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, Service Now, Zendesk, Microsoft Teams
- Excellent communication skills and experience leading enterprise deployments
- Zoom/Ring Central certifications (e.g., ZCC Implementation Specialist)
- Experience in regulated industries (healthcare, finance, utilities)
- Familiarity with cloud platforms (AWS, Azure, GCP), security, and SAML
- 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
Up to 10% for hybrid/remote client engagements
Position Requirements
5+ Years
work experience
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