XTN-BFE3363 | ZOOM UCAAS VOICE ENGINEER

We are looking for an experienced UCaaS Engineer to join our team and support our growing base of Zoom customers. In this role, you will lead the implementation and configuration of Zoom Phone, Zoom Contact Center, and the broader Zoom UCaaS platform. You will also handle ongoing adds, moves, and changes (MACs) and provide technical support to keep our customers' communications running smoothly. This is a customer-facing position, so strong spoken and written English is essential.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Plan, implement, and configure Zoom Phone deployments, including number porting, site and location setup, call routing, auto receptionists, call queues, shared lines, and emergency (E911) configuration.
• Design and configure Zoom Contact Center (CCaaS) environments, including queues, routing flows, IVR, agent and supervisor setup, dispositions, and reporting.
• Administer Zoom Meetings, Zoom Rooms, and related Zoom Workplace components as part of the overall UCaaS solution.
• Perform adds, moves, and changes for customer users, devices, and call flows in a timely and accurate manner.
• Provide Tier 2/Tier 3 technical support for Zoom customers, troubleshooting call quality, provisioning, device registration, and integration issues.
• Provision and troubleshoot desk phones, headsets, and other endpoints (e.g., Poly, Yealink, Cisco).
• Configure and support integrations such as SSO, CRM connectors, and Microsoft Teams interoperability.
• Participate in customer discovery calls, gather requirements, and translate them into technical designs.
• Create and maintain clear documentation, including as-built guides, runbooks, and knowledge base articles.
• Work tickets through our service management system, meeting defined SLAs and keeping customers informed on progress.
• Escalate issues to Zoom support when needed and manage cases through to resolution.

• 4+ years of hands-on experience implementing and supporting Zoom Phone in production environments.
• Demonstrated experience configuring and supporting Zoom Contact Center (CCaaS).
• Strong understanding of VoIP fundamentals, including SIP, RTP, codecs, QoS, NAT, and firewall considerations for voice.
• Experience with number porting processes, call routing design, and E911 requirements.
• Excellent verbal and written English communication skills, with the ability to speak clearly and confidently with customers on calls.
• Strong troubleshooting skills and the ability to work independently across time zones.
• Customer-focused mindset with a professional, service-oriented approach.

• Experience with Asterisk-based phone systems (e.g., FreePBX, Asterisk dial plans, SIP trunk configuration), including migrations from Asterisk to Zoom.
• Experience with Microsoft Teams Phone, Direct Routing, or Teams/Zoom coexistence.
• Zoom certifications (e.g., Zoom Phone or Zoom Contact Center specialist credentials).
• Familiarity with other UCaaS/CCaaS platforms such as RingCentral, Five9, or Genesys.
•  Experience with SBCs (e.g., AudioCodes, Ribbon) and BYOC (Bring Your Own Carrier) setups.
• Scripting or automation experience using Zoom APIs, PowerShell, or Python.