Total Communication Solutions
Remote | Full-Time | Total Communication Solutions Total Communication Solutions (TCS) is looking for a CCaaS Engineer to join our growing Contact Center team. As a Zoom Platinum Partner, TCS specializes in designing, implementing, supporting, and managing solutions across Zoom Contact Center, Zoom Phone, Zoom Virtual Agent, Workforce Management, Quality Management, AI Expert Assist, and related integrations. We’re looking for someone who understands contact center technology but is equally comfortable working directly with customers. This is a hands-on engineering role that includes solution design, implementation, configuration, troubleshooting, customer training, and ongoing support. What You’ll Do • Implement and configure Zoom Contact Center and Zoom Phone solutions • Participate in customer discovery, solution design, deployment, testing, and go-live activities • Configure call flows, queues, routing, users, skills, operating hours, and other contact center functionality • Configure and support Workforce Management (WFM), including forecasting, scheduling, and adherence capabilities • Configure and support Quality Management (QM), including evaluations, scorecards, recording review, and quality workflows • Implement and configure AI Expert Assist capabilities to provide agents with real-time guidance and information • Troubleshoot technical, configuration, and call-routing issues • Work directly with customers throughout implementations and support engagements • Deliver customer demonstrations, training, and technical presentations • Optimize contact center configurations based on customer requirements and operational needs • Collaborate with project management, engineering, operations, and support teams • Assist with integrations involving APIs and third-party business applications • Support multiple customer projects in a remote consulting environment What We’re Looking For • Experience with CCaaS (Contact Center as a Service) platforms • Experience with Zoom Contact Center and/or Zoom Phone strongly preferred • Experience implementing or supporting Workforce Management (WFM) and Quality Management (QM) solutions • Experience with AI-powered agent assistance technologies, such as Zoom AI Expert Assist, is highly desirable • Solid understanding of cloud communications, VoIP, call routing, and contact center technologies • Strong troubleshooting and problem-solving skills • Excellent verbal and written communication skills • Strong customer-facing presentation skills, including presales, discovery, implementations, demonstrations, and training • Ability to manage responsibilities independently while working as part of a distributed team • Understanding of APIs, integrations, web services, and application development concepts is highly desirable • Zoom Phone and/or Zoom Contact Center certifications are a plus Ideal Background We’re especially interested in candidates with: • 2+ years of CCaaS experience • 3+ years of engineering experience • 5+ years of technology/IT experience • Previous experience implementing or supporting enterprise contact center environments • Hands-on experience with WFM, QM, AI Agent Assist, or conversational AI technologies • Experience with platforms such as Zoom, NICE CXone, Genesys, Five9, Cisco, or similar enterprise CCaaS solutions Position Details Industry: Telecommunications / Cloud Communications Employment Type: Full-Time Location: Remote Compensation Base compensation with opportunities for commission-based project work If you enjoy solving complex contact center challenges, working directly with customers, and building modern CCaaS and AI-powered customer experience solutions, we’d like to hear from you. Apply through LinkedIn or reach out to learn more about joining the TCS team.
Total Communication Solutions
