CCaaS AI Implementation Project Coordinator
Team: Customer Experience / CCaaS & AI Implementations
Level: Mid-Level / Coordinator
Openings: 6

About the Company

We are a global provider of unified communications and customer experience solutions. Our platform brings together video, voice, chat, and contact center capabilities, helping organizations connect teams, engage customers, and deliver modern, AI-driven experiences across channels.

Our CCaaS (Contact Center as a Service) and AI offerings include chatbots, virtual agents, and automation that streamline and enhance customer interactions in phone, voice, and digital environments.

Role Summary

The CCaaS AI Implementation Project Coordinator is a customer-facing role that supports the successful delivery of CCaaS and AI implementation projects (including chatbots and virtual agents). This role is focused on communication, coordination, and customer experience rather than complex project management or deep technical work.

You will act as a central point of contact for external customers during implementations, helping to coordinate tasks, track progress, and ensure all stakeholders remain informed and aligned. Strong external customer service and communication skills are absolutely essential and must be clearly demonstrated in your background.

Familiarity with Salesforce and Zoom as a user is required, and any experience with AI, chatbots, virtual agents, or AI bot platforms (e.g., AI.Bot e) is a strong plus.

Key Responsibilities

• Customer-Facing Coordination

  • Serve as a primary day-to-day contact for customers during CCaaS and AI implementation projects and working with internal implementation PM's, engineers and leadership to deliver on time and under budget,.
  • Coordinate meetings, status updates, and follow-ups with customer stakeholders and internal teams.
  • Clearly communicate project status, next steps, and any issues or risks in a professional and customer-friendly manner.

• Project Support & Tracking

  • Support implementation project managers and deployment engineers by:
    • Tracking tasks, milestones, and dependencies.
    • Documenting decisions, action items, and ownership.
    • Following up with customers and internal teams to ensure timely completion.
    • Familiarity with following, creating and managing SOW SLA's to help keep projects on track
  • Maintain accurate project records in internal systems (e.g., Salesforce and other project tracking tools).

• Communication & Customer Service

  • Provide outstanding external customer service at all times, representing the company with professionalism and empathy.
  • Translate technical updates from internal teams into clear, business-focused language for customer stakeholders.
  • Help manage expectations around timelines and scope, escalating issues to project managers or leadership when needed.

• Tools & Systems

  • Use Salesforce to log activities, track implementations, and maintain accurate customer and project data.
  • Use Zoom for virtual meetings, webinars, and customer interactions (host, schedule, share content, manage breakout rooms, etc.).
  • Follow established internal processes and use prescribed tools to support consistent, high-quality project delivery.

Required Qualifications

• Customer-Facing & Communication Experience

  • Proven experience in a customer-facing role (e.g., project coordination, customer success, Professional Services coordination, support, or similar).
  • Demonstrated excellent written and verbal communication skills with external customers:
    • Running customer calls and status meetings.
    • Writing clear emails and summaries.
    • Handling questions, concerns, and basic escalations.
  • Strong customer service mindset and ability to build trust and rapport with clients.

• Salesforce & Zoom (User Experience)

  • Hands-on experience using Salesforce as a user (e.g., logging activities, updating records, working with opportunities/cases, or similar workflows).
  • Regular use of Zoom as a user for professional purposes (e.g., scheduling, hosting, and participating in virtual meetings, sharing screens, managing participants).
  • These experiences must be explicitly highlighted in the résumé (tool names, use cases, and context).

Preferred Qualifications (Strong Plus)

• AI / Chatbot / Virtual Agent Experience

  • Any exposure to:
    • Chatbots or virtual agents in a contact center or customer support context.
    • AI-based customer experience tools or platforms, including solutions similar to AI.Bot e.
  • Experience may include:
    • Participating in AI or chatbot implementation projects.
    • Coordinating tasks for AI/virtual agent deployments.
    • Supporting teams that manage bots, automation, or AI-driven workflows.
  • This AI-related experience should be clearly visible in the résumé (names of tools/platforms, responsibilities, and project context).

• CCaaS / Contact Center Exposure

  • Familiarity with contact center or CCaaS environments (voice, IVR, routing, omnichannel support).
  • Experience working with or around platforms such as Avaya, Genesys, RingCentral, 8x8, Five9, Cisco, or similar is a plus.

Skills & Attributes

• Highly organized, with strong attention to detail in tracking tasks, timelines, and communications.
• Proactive and reliable, following through on commitments and driving items to closure.
• Comfortable working in a fast-paced, project-based environment with multiple concurrent customer engagements.
• Collaborative and team-oriented; able to work closely with project managers, engineers, and other internal stakeholders.

Important Note for Candidates & Recruiters

The following must be clearly and explicitly highlighted in the résumé for candidates to be considered:

1. External customer-facing experience (roles, responsibilities, examples).
2. Communication-focused responsibilities (leading calls, writing customer updates, handling questions/escalations).
3. Salesforce user experience (what you did in Salesforce and how you used it).
4. Zoom user experience (how you used Zoom in a professional setting).
5. Any AI / chatbot / virtual agent / AI.Bot e or related AI customer experience exposure.

These points should be easy to identify in the résumé itself, not just discussed verbally.