Remote Cloud CCaaS Consultant & AI Specialist

Zoom; Olympia (WA); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a seasoned Managed Services Architect to own the ongoing technical relationship for enterprise MSO accounts, spanning Zoom Contact Center and Zoom Virtual Agent. You will translate business goals into actionable platform strategies and partner with Engineering, Product, and Customer Success to drive value.

This remote-friendly role requires deep cloud contact center expertise, strong API integration skills, and the ability to guide customers through complex configurations,

Qualifications

• 5+ years of hands-on cloud contact center experience.
• Experience with Zoom Contact Center or similar platforms (Genesys, NICE, Five9) preferred.
• Proficient in REST APIs, OAuth 2.0, webhooks, and CRM/ITSM integrations (Salesforce, ServiceNow).
• Strong analytics and CX dashboard interpretation skills.
• Excellent cross-functional communication across technical and executive audiences.

Responsibilities

• Own ongoing technical relationship for enterprise MSO accounts.
• Lead recurring cadence calls, business reviews, and technical sessions.
• Perform day-two configurations including routing, IVR, and bot design changes.
• Design and refine Zoom Virtual Agent bots with NLP tuning and API integrations.
• Analyze CX metrics to drive data-driven improvements.
• Coordinate with Support, Engineering, and Product to resolve escalations.

Skills

Cloud contact center

Zoom Contact Center

Conversational AI

API integrations

CX analytics

Executive communication

Scripting/Automation

Tools

Salesforce

ServiceNow

OAuth 2.0

Job description

Zoom is seeking a seasoned Managed Services Architect to own the ongoing technical relationship for enterprise MSO accounts, spanning Zoom Contact Center and Zoom Virtual Agent. You will translate business goals into actionable platform strategies and partner with Engineering, Product, and Customer Success to drive value.

This remote-friendly role requires deep cloud contact center expertise, strong API integration skills, and the ability to guide customers through complex configurations,