Job Description

CX Specialist – Zoom/RingCentral 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

Job Tags

Similar Jobs