CCaaS Implementation Engineer

Company Description Total Communication Solutions is a platinum Zoom partner focused on delivering implementation and managed services around the Zoom platform. The company provides comprehensive support for Zoom Phone and Zoom Contact Center, helping clients maximize performance and reliability. Its platinum managed support model is designed to ensure a positive, consistent user experience across all communication channels. Team members collaborate closely with customers to optimize configurations, streamline workflows, and drive successful adoption of Zoom-based solutions.

Role Description The CCaaS Implementation Engineer is a full-time remote role responsible for deploying and configuring Zoom-based contact center solutions for clients. Day-to-day tasks include gathering technical and business requirements, designing solution architectures, and implementing CCaaS configurations to meet customer needs. The role involves performing system integrations, testing and validating deployments, and providing technical guidance throughout the project lifecycle. The engineer collaborates with project managers and customer stakeholders, offers post-implementation technical support, and contributes to documentation and best practices for ongoing service improvements.

Qualifications

• Strong skills in Software Implementation and Project Implementation, with experience deploying cloud-based communication or contact center solutions.
• Proficiency in Technical Support and Customer Service, including troubleshooting, issue resolution, and clear communication with non-technical stakeholders.
• Experience in Project Management, including task tracking, coordination with cross-functional teams, and meeting implementation timelines.
• Familiarity with CCaaS platforms (preferably Zoom Contact Center or similar), VoIP, networking basics, and system integrations (APIs, CRMs, ticketing tools).
• Ability to work independently in a remote environment, manage multiple projects, and adapt to evolving customer requirements.
• Strong analytical and problem-solving skills, with attention to detail and a focus on delivering reliable, user-centered solutions.
• Effective written and verbal communication skills, including the ability to document processes, configurations, and technical procedures.
• Relevant education or certifications in information technology, engineering, or related fields are beneficial; prior experience in implementation engineering or contact center operations is a plus.