Remote Cloud Contact Center & AI Solutions Consultant

Zoom; Atlanta (GA); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Location-based pay

Hybrid/Remote work

Total Direct Compensation

Job summary

Zoom in Atlanta is seeking a senior technical leader to own the ongoing relationship with enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, manage escalations, and translate customer objectives into actionable platform strategies across voice, chat, video, and SMS channels.

The role emphasizes hands-on cloud contact center experience, conversational AI expertise, and strong collaboration with Engineering, Product, and Customer Success to

Qualifications

• 5+ years hands-on cloud contact center experience or equivalent.
• Experience with conversational AI platforms and bot design.
• Strong knowledge of ACD, IVR/IVA, routing, and omnichannel concepts.
• Proficiency with REST APIs, OAuth 2.0, and webhook integrations (Salesforce/ServiceNow).
• Experience in analytics and CX dashboards; ability to translate data into recommendations.
• Excellent written and verbal communication across technical and executive audiences.

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts.
• Lead recurring cadence calls and business reviews with customer stakeholders.
• Execute day-two configurations including flow updates and IVR modifications.
• Design and refine Zoom Virtual Agent bots; train intents; tune NLP; integrate with systems.
• Analyze CX metrics to identify trends and improvements aligned to outcomes.
• Manage escalation triage with Zoom Support, Engineering, and Product teams.
• Advocate for customer needs; drive feature requests and monitor releases.
• Maintain account documentation and contribute to playbooks and automation tooling.
• Collaborate with TAMs, CSMs, and Account Executives for a unified client experience.

Skills

Cloud contact center

Conversational AI

Account ownership

REST APIs & OAuth

Data-driven CX analysis

Technical communication

Scripting (Python, JS)

Tools

Salesforce

ServiceNow

Job description

Zoom in Atlanta is seeking a senior technical leader to own the ongoing relationship with enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, manage escalations, and translate customer objectives into actionable platform strategies across voice, chat, video, and SMS channels.

The role emphasizes hands-on cloud contact center experience, conversational AI expertise, and strong collaboration with Engineering, Product, and Customer Success to