Remote Cloud Contact Center Consultant

Zoom; Harrisburg (Dauphin County); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a senior technical advocate to own the ongoing relationship with enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will guide technical strategy, coordinate with Engineering, Product, and Customer Success, and drive measurable value for customers.

You will lead configuration work across voice, chat, SMS, and omnichannel channels, analyze CX metrics, and help customers optimize outcomes in a fast-paced, remote-friendly environment.

Qualifications

• 5+ years hands-on cloud contact center experience, Zoom CC preferred.
• Experience with conversational AI platforms and bot design.
• Strong knowledge of ACD, IVR, routing and omnichannel engagement.
• REST APIs, OAuth 2.0, webhooks and CRM/ITSM integrations.

Responsibilities

• Own ongoing technical relationship for enterprise MSO accounts in Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls and business reviews with customer stakeholders.
• Perform day-two configurations including flow updates, queue management, IVR changes and agent routing.
• Design and refine Zoom Virtual Agent bots with intents and NLP tuning.
• Analyze call analytics dashboards to identify trends and improvements.
• Manage Tier 2/3 escalation triage with Support, Engineering, and Product teams.
• Advocate for customer needs and track product gaps and feature requests.
• Maintain account documentation and contribute to knowledge bases.
• Collaborate with TAMs, CSMs, and Account Executives for a unified experience.

Skills

Cloud contact center platforms

Conversational AI

REST APIs & webhooks

OAuth 2.0

JavaScript

Salesforce & ServiceNow integrations

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking a senior technical advocate to own the ongoing relationship with enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will guide technical strategy, coordinate with Engineering, Product, and Customer Success, and drive measurable value for customers.

You will lead configuration work across voice, chat, SMS, and omnichannel channels, analyze CX metrics, and help customers optimize outcomes in a fast-paced, remote-friendly environment.