Job Summary:

As an Implementation Engineer, you will play a key role in configuring, testing, and deploying UCaaS and CCaaS solutions for clients. You will collaborate closely with project managers, senior engineers, and client stakeholders to deliver high-quality implementations that meet business requirements. This role emphasizes hands-on technical execution, client collaboration, and continuous skill development across UCaaS/CCaaS platforms.

WHAT WE OFFER:

• Night Shift allowance as per process
• Health Insurance
• Tuition Reimbursement
• Work Life Balance Initiatives
• Rewards & Recognition

Key Responsibilities

Project Delivery Support

• Participate in design workshops and discovery sessions to capture client requirements and assist with solution configuration and deployment (Genesys Cloud, NICE CXone, Five9, RingCentral, Zoom).
• Build and configure call flows, routing strategies, integrations, and reporting features under guidance from senior engineers.

Implementation Execution

• Support data migrations, site rollouts, and cutover activities to ensure projects are delivered within defined scope and timelines.

Client Collaboration

• Work directly with clients to configure solutions that align with business needs and provide recommendations for process improvements.

Team Contribution

• Share knowledge with peers, contribute to documentation, and support team troubleshooting efforts during project delivery.

Deployment & Integration

• Configure UCaaS/CCaaS platforms and support integrations with CRM, ERP, and other enterprise applications.
• Follow established best practices and delivery methodologies to ensure consistent, high-quality deployments.

System Configuration

• Implement customer requirements such as call flows, data actions, and platform integrations.

Documentation

• Assist in creating documentation for design, configuration, testing, migration, and cutover activities.

Troubleshooting

• Provide first-level troubleshooting during implementations and escalate issues to senior engineers or platform vendors as needed.

Professional Development

• Maintain platform certifications, stay updated on product changes, and continuously expand technical expertise.

Qualifications:

• Education Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. (Preferred but not required)
• Technical Expertise Proven experience with UCaaS/CCaaS platforms such as Genesys, NICE, Five9, RingCentral, or Zoom.
• Experience 5+ years of implementation experience, with at least 2 years focused on cloud communications or contact center technologies.
• Skills Strong understanding of VoIP, SIP, IVR, call routing, CRM integrations, and network infrastructure. Excellent communication, leadership, and stakeholder management skills.
• Tools Proficiency Familiarity with project management tools like Wrike, Asana, MS Project, and collaboration platforms like Zoom, Teams or Slack