UCaaS/CCaaS Implementation Engineer (Zoom Phone & Contact Center)

About the role

A hands-on implementation engineer is needed to deliver Zoom Phone and Zoom Contact Center projects for US and UK enterprise customers, end to end: discovery, design, build, migration, cutover and hypercare. This is a client-facing delivery role, not a development role; in-house developers handle custom integrations. Candidates whose Zoom experience is limited to APIs or integrations are not a fit.

Key responsibilities

• Lead discovery and design workshops, capture the current PBX and contact-center state, and produce the solution design, dial plan, numbering plan, call-flow diagrams and migration runbook with client sign-off.
• Configure Zoom Phone end to end: sites, users, call queues, auto receptionists, IVR menus, shared lines, common-area phones, E911, policies, desk phone provisioning and Zoom Rooms voice.
• Configure Zoom Contact Center: queues, flows, skills-based routing, agent/supervisor roles, dispositions, voice/chat/SMS/video channels, callbacks, recording, surveys and reporting.
• Plan and execute number porting and carrier migration (Zoom native, BYOC/Cloud Peering, Provider Exchange), including PSTN and SIP trunk cutovers.
• Migrate customers from legacy or competing platforms (Cisco CUCM/UCCX, Avaya, Mitel, Genesys, Five9, NICE, RingCentral, 8x8, Microsoft Teams Phone) with minimal downtime.
• Integrate with Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, HubSpot and Teams, coordinating with in-house developers on custom integrations.
• Run UAT, cutover and hypercare, triage call quality, routing and provisioning issues, and escalate with Zoom support.
• Train client administrators, hand over as-built documentation and report status, risks and change requests to the client and project manager.

Required profile

• 3+ years implementing UCaaS/CCaaS platforms for external customers.
• At least 2 completed Zoom Phone deployments and 1 completed Zoom Contact Center deployment as the hands-on implementer.
• Working knowledge of telephony fundamentals: SIP, PSTN, number porting, dial plans, E911, codecs, QoS and call-quality troubleshooting.
• Experience migrating off at least one legacy or competing platform (Cisco, Avaya, Mitel, Genesys, Five9, RingCentral, 8x8 or Teams Phone).
• Contact-center routing concepts: skills-based routing, IVR/flow design, queue strategy, agent states, wallboards and reporting.
• Excellent spoken and written English (C1/C2 or native); able to lead a client workshop, present a design and write a sign-off document without supervision.
• Comfortable owning a customer relationship through a project, including delivering bad news clearly.
• Availability to overlap US Central business hours, including occasional evening or weekend cutovers.

Nice to have

• Zoom certifications (Zoom Certified Integrator / Zoom Partner technical tracks) or prior employment at a Zoom partner or reseller.
• Experience with Zoom Workforce Management, Zoom Quality Management or Zoom Virtual Agent.
• BYOC setup with Twilio, Bandwidth, Lumen, AT&T or similar, and SBC configuration (AudioCodes, Ribbon, Oracle).
• Scripting for bulk provisioning and reporting (Zoom API, PowerShell, Python) and CRM integration patterns.
• PMP, ITIL or similar delivery certification, SOW scoping and change control experience.
• Compliance experience: HIPAA, PCI call recording controls, GDPR data residency.