Zoom Contact Center Engineer – Telephony & AI Virtual Agent

Level Up Talent Solutions; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Level Up Talent Solutions is hiring a Contact Center Telephony & Virtual Agent Engineer to manage and optimize its Zoom Contact Center platform. The role focuses on telephony engineering, IVR design, and AI-powered agents to enhance customer experience.

Ideal candidates will have hands-on Zoom CCaaS experience, strong VoIP/SIP knowledge, and a track record in improving contact center operations. Join a growth-focused team in Cebu, Philippines.

Qualifications

• At least 3 years of experience in Contact Center or Telephony Engineering.
• Hands-on experience with Zoom Contact Center or similar CCaaS platforms.
• Strong knowledge of VoIP, SIP, IVR, and telephony administration.
• Experience with Virtual Agents or Conversational AI solutions.
• Background in Genesys, Cisco, Five9, Avaya, or Amazon Connect is an advantage.

Responsibilities

• Administer and optimize Zoom Contact Center and Zoom Phone.
• Configure IVRs, call routing, queues, dial plans, and reporting.
• Design and improve customer self-service and call flows.
• Implement and support Virtual Agent / Conversational AI solutions.
• Troubleshoot VoIP, SIP, routing, call quality, and telephony issues.
• Support platform integrations, upgrades, and operational improvements.

Skills

Telephony engineering

IVR design

VoIP/SIP

Virtual Agent/Conversational AI

CCaaS platforms

Tools

Zoom Contact Center

Zoom Phone

Call routing

Job description

Level Up Talent Solutions is hiring a Contact Center Telephony & Virtual Agent Engineer to manage and optimize its Zoom Contact Center platform. The role focuses on telephony engineering, IVR design, and AI-powered agents to enhance customer experience.

Ideal candidates will have hands-on Zoom CCaaS experience, strong VoIP/SIP knowledge, and a track record in improving contact center operations. Join a growth-focused team in Cebu, Philippines.