Contact Center - Consulting Solutions Engineer

Zoom; Northern (KY); Hybrid; USD 146,000 - 319,000; Full time

Job summary

Zoom is seeking a Contact Center Solutions Engineer to design, implement, and optimize CCaaS solutions. You’ll translate business needs into technical solutions and collaborate with cross-functional teams to ensure seamless integrations.

The role requires a Bachelor's in CS/IT or related field, 5+ years in customer-focused roles, and experience selling to business buyers. Hybrid work model with West Coast collaboration.

Qualifications

• Bachelor's in CS/IT or related field.
• 5+ years in customer-focused roles.
• Demonstrated ability to sell to a business buyer and drive solutions.

Responsibilities

• Serve as trusted advisor throughout pre-sales lifecycle.
• Design and implement contact center solutions to meet business needs.
• Partner with account teams for discovery, demos, RFPs, and proofs of concept.
• Gather requirements and provide technical expertise for CC projects.
• Optimize CC technologies to improve efficiency and customer experience.
• Troubleshoot CC solution issues.
• Stay updated on CC trends and best practices.

Skills

CCaaS knowledge

Sales engineering

Business acumen

Education

Bachelor's in Computer Science/Information Technology or related field

Tools

Salesforce

Zendesk

ServiceNow

Job description

About the Team

The Contact Center Solutions Engineer designs, implements, and optimizes solutions to meet organizational and customer needs. They collaborate with cross-functional teams to ensure seamless integration and functionality of technologies.

Responsibilities

• Serving as the customers trusted advisor throughout the pre-sales lifecycle; translating technical and business requirements into solutions
• Designing and implementing contact center solutions to meet business requirements and customer needs
• Partnering with account teams to execute pre-sales activities including discovery, product demonstrations, RFP responses, workshops and proof of concepts
• Collaborating with stakeholders to gather requirements and provide technical expertise for contact center projects
• Optimizing contact center technologies to improve efficiency and customer experience
• Troubleshooting and resolving technical issues related to contact center solutions
• Staying updated on industry trends and best practices in contact center solutions

What we’re looking for

• Possess a Bachelor's in Computer Science, Information Technology, or a related field
• 5+ years of experience in customer focused roles
• Demonstrated ability to sell to a business buyer, and an understanding of the techniques required to do so
• Strong business and technical acumen with demonstrated experience in sales engineering
• Proven industry experience in CCaaS, and/or adjacent industries like AI, Virtual Agents, Workforce Management, Quality Management, etc.
• Experience integrating with CRMs (Salesforce, Zendesk, ServiceNow etc) and other 3rd party applications
• Understanding regulatory requirements and customer security considerations
• Strong understanding of the Contact Center market and trends, advocating customer needs to influence strategy and vision
• A self-starter with the capability to work in fast-paced, team-oriented environments
• A true customer advocate and creative problem solver
• Preference for candidates based in Pacific or Mountain time zones to support our West Coast operations and ensure optimal collaboration with regional teams

Salary Range or On Target Earnings:

Minimum:

$146,000.00

Maximum:

$319,400.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

09/18/26

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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