1 day ago
Remote, United StatesSenior
Base Salary
$98k - $226k/yr
Responsibilities
- Own the ongoing technical relationship and serve as the primary technical advisor for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent.
- Lead customer cadence calls, business reviews, and technical sessions while translating business goals into platform strategies.
- Execute day-two configurations including flow updates, queue management, skill-based routing, IVR modifications, and omnichannel engagement changes.
- Design and refine virtual-agent bots through intent training, NLP tuning, API and webhook integrations, and OAuth-based authentication.
- Analyze call analytics and CX metrics to recommend data-driven improvements.
- Manage Tier 2/3 escalation triage, coordinate with Support, Engineering, and Product, and document root causes.
- Advocate for customer needs, track product gaps and releases, and maintain account records, runbooks, playbooks, and knowledge-base content.
- Partner with TAMs, CSMs, and Account Executives to deliver a unified customer experience.
Requirements
- At least 5 years of hands-on experience with cloud contact center platforms; Zoom Contact Center is strongly preferred, with Genesys, NICE, or Five9 accepted as equivalent experience.
- Demonstrated experience with conversational AI and virtual-agent platforms, including bot design, intent management, NLP configuration, and API integrations.
- Strong knowledge of contact center fundamentals including ACD, IVR/IVA, skill-based routing, workforce management concepts, and omnichannel engagement.
- Working knowledge of REST APIs, OAuth 2.0, webhooks, JavaScript, Salesforce, and ServiceNow integrations.
- Experience interpreting call analytics and CX dashboards and presenting customer-facing recommendations.
- Excellent communication skills across technical and executive audiences and the ability to work independently across time zones.
- Experience in managed services, professional services, or a TAM/CSM role with ongoing account ownership.
- Python and JavaScript scripting or automation skills and certifications in Zoom, CCNA Collaboration, or cloud contact center platforms are preferred.
Benefits
- Benefits support physical, mental, emotional, and financial health, work-life balance, and community involvement.
- The company uses a structured hybrid approach spanning office and remote work environments; this posting is tagged Remote.
- The role offers a collaborative, growth-focused workplace with opportunities to develop and advance.
Tech Stack
Categories
Solutions Engineering
About Zoom
Zoom builds a cloud platform for video meetings, team chat, webinars, phone, rooms, and contact center used by businesses, schools, and public-sector organizations. It sells these collaboration and communications services as SaaS subscriptions with add-ons for events, telephony, and enterprise features, and offers developer APIs/SDKs. Founded in 2013 and headquartered in San Jose, California, Zoom Video Communications is a public company traded on Nasdaq.