Technical Project Manager – UCaaS & CCaaS

About the role

The Technical Project Manager leads end‑to‑end implementations of Zoom Phone and Zoom Contact Center for mid‑market and enterprise customers. The role owns delivery, coordinates technical configuration, number porting, integrations and ensures customers are ready for a successful go‑live with high satisfaction.

Key responsibilities

• Lead end‑to‑end Zoom Phone and Zoom Contact Center implementations from kickoff through production cut‑over.
• Own project scope, timelines, milestones, risks and delivery outcomes, acting as the primary customer point of contact.
• Configure Zoom Phone features such as users, call queues, auto‑receptionists, PSTN routing, BYOC, number porting, E911, call recording and compliance.
• Deploy Zoom Contact Center components including routing strategies, IVR, conversational AI, omnichannel settings, agent and supervisor setup, analytics and quality management.
• Coordinate number porting, carrier readiness, testing, pilot groups and cut‑over plans to minimise business disruption.
• Identify and mitigate technical risks related to networking, security, firewalls, SBCs and carrier dependencies.

Required profile

• 5+ years of technical project management experience delivering cloud‑voice or contact‑center solutions.
• Hands‑on experience implementing Zoom Phone and/or Zoom Contact Center for mid‑market or enterprise customers.
• Proven ability to manage multiple concurrent deployments and communicate clearly with technical and non‑technical stakeholders.

Required skills

• Zoom Phone and Zoom Contact Center configuration.
• SIP, PSTN, BYOC, number porting and E911.
• Contact‑center call flows, IVR, queues and agent workflows.
• Cloud networking concepts, QoS, firewall rules and Session Border Controllers (SBC).