Zoom CCaaS Engineer: IVR & Virtual Agent

Lancesoft Philippines; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Lancesoft Philippines is seeking a Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This hands-on role focuses on telephony operations, IVR redesign, and intelligent virtual agents to improve customer experience.

You will configure Zoom Phone/Zoom Contact Center, manage IVR, routing, and integration with CRM and other enterprise systems, while troubleshooting and coordinating with vendors.

Qualifications

• 3+ years of experience in Contact Center or Telephony Engineering.
• Hands-on experience with Zoom Contact Center, Zoom Phone, or similar CCaaS platforms.
• Strong understanding of: VoIP, SIP, IVR, Call routing.
• Contact center operations.
• Experience with Virtual Agents, Conversational AI, or AI-powered IVR solutions.
• Strong troubleshooting and production support experience.

Responsibilities

• Administer and optimize Zoom Phone and Zoom Contact Center platforms.
• Configure and manage: Queues, Dial plans, IVR workflows, Reporting.
• Modernize existing IVR and customer self-service workflows.
• Implement and maintain Virtual Agent / Conversational AI capabilities.
• Configure intelligent call routing and seamless handoff between virtual agents and live agents.
• Troubleshoot telephony and contact center issues, including SIP / VoIP, Call quality, Dropped calls, Routing failures, Latency, Dialer issues.
• Perform root cause analysis and coordinate with vendors/providers.
• Support integrations between Zoom Contact Center and enterprise platforms such as CRM, servicing systems, LOS, and knowledge management platforms.
• Manage platform upgrades, patches, and continuous operational improvements.

Skills

Telephony engineering

Troubleshooting

Production support

Tools

Zoom Contact Center

Zoom Phone

IVR design tooling

AI/Conversational AI tooling

Job description

Lancesoft Philippines is seeking a Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This hands-on role focuses on telephony operations, IVR redesign, and intelligent virtual agents to improve customer experience.

You will configure Zoom Phone/Zoom Contact Center, manage IVR, routing, and integration with CRM and other enterprise systems, while troubleshooting and coordinating with vendors.