Zoom Contact Center Architect

Phoenix, NM - USA

Monthly Salary: Not Disclosed

Posted on: 5 days ago

Vacancies: 1 Vacancy

Job Summary

Position : Zoom Contact Center Architect

Location : Phoenix AZ (Onsite)

Key Responsibilities

Design deploy configure and support Zoom Contact Center solutions including:
- Cisco UCCX (scripts applications call flows)
- Cisco UCCE / PCCE (routing scripts CVP ICM)
- Finesse CVP VXML gateways
Administer and configure Zoom Contact Center including:
- Call flows queues skills-based routing
- Agent and supervisor configurations
- Omnichannel features (voice chat SMS if applicable)
Lead or support contact center migrations from Cisco UCCX/UCCE or legacy platforms like Avaya to Zoom Contact Center
Design hybrid/coexistence architectures during phased migrations
Integrate contact center platforms with CUCM Zoom Phone CRM and workforce tools
Manage SIP trunks PSTN connectivity and call routing
Perform advanced troubleshooting across voice signaling and application layers
Execute testing validation and cutover activities
Create and maintain technical documentation runbooks and support procedures

Required Skills & Experience

5 10 years of experience in Contact Center engineering
Strong hands-on expertise in Cisco Contact Center platforms including:
- UCCX (application scripting triggers CAD/Finesse)
- UCCE / PCCE (ICM routing scripts CVP Call Studio)
Solid experience with Zoom Contact Center (ZCC)
Deep understanding of contact center call flows routing logic and reporting
Strong knowledge of SIP VoIP PSTN and enterprise telephony concepts
Experience integrating contact centers with CRM systems (Salesforce ServiceNow etc.)
Knowledge of networking fundamentals (QoS firewalls SBCs)

Preferred / Nice-to-Have Skills

Experience with large-scale or global contact center deployments
Knowledge of Cisco CUCM CUBE and Expressway
Experience migrating IVRs scripts queues and agent workflows
Familiarity with WFO/WFM and call recording solutions
Exposure to analytics and reporting platforms (CUIC Zoom analytics)
Scripting or automation experience (Java JavaScript APIs)

Position : Zoom Contact Center Architect Location : Phoenix AZ (Onsite) Key Responsibilities Design deploy configure and support Zoom Contact Center solutions including: Cisco UCCX (scripts applications call flows) Cisco UCCE / PCCE (routing scripts CVP ICM) Finesse CVP VXML gateways Administ...