Remote Cloud Contact Center Consultant

Zoom; Tallahassee (FL); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Remote work options

Competitive compensation

Healthcare benefits

Job summary

Zoom seeks a senior technical leader to own the ongoing relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, coordinate escalations, and align deployments with customer goals across voice, chat, video, and SMS channels.

You will design, tune, and integrate bots and workflows with Salesforce and ServiceNow, synthesize CX metrics into improvements, and lead cross-team collaboration while operating in a remote, distributed

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms.
• Demonstrated experience with conversational AI and virtual agent platforms.
• Strong knowledge of ACD, IVR/IVA, skill-based routing, and omnichannel engagement.
• Working knowledge of REST APIs, OAuth 2.0, webhooks, and CRM/ITSM integrations including Salesforce and ServiceNow.
• Excellent communication skills across technical and executive audiences.

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts running Zoom Contact Center and Zoom Virtual Agent, serving as the primary technical advisor across configuration, optimization, and escalation management.
• Lead recurring cadence calls, monthly and quarterly business reviews, and ad-hoc technical sessions with customer stakeholders, translating business objectives into actionable Zoom Contact Center and Zoom Virtual Agent strategies.
• Execute day-two configurations including flow updates, queue management, skill-based routing, IVR modifications, and Zoom Virtual Agent conversation design changes across channels.
• Design and refine Zoom Virtual Agent bots, including intent training, NLP tuning, API and webhook integrations with platforms such as Salesforce and ServiceNow, and OAuth-based authentication flows.
• Analyze call analytics dashboards and CX metrics to identify trends, surface quality issues, and recommend data-driven improvements.
• Manage Tier 2/3 escalation triage for assigned accounts, coordinating with Zoom Support, Engineering, and Product teams to resolve critical incidents.
• Advocate internally for customer needs, driving feature requests and maintaining awareness of platform releases.
• Maintain detailed account documentation and contribute to team knowledge bases and runbooks.
• Partner with TAMs, CSMs, and Account Executives to deliver a unified customer experience.

Skills

Cloud contact center platforms

Conversational AI

NLP configuration

REST APIs

CRM integrations

Education

BS in Computer Science or related

Tools

Salesforce

ServiceNow

Python

JavaScript

Job description

Zoom seeks a senior technical leader to own the ongoing relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, coordinate escalations, and align deployments with customer goals across voice, chat, video, and SMS channels.

You will design, tune, and integrate bots and workflows with Salesforce and ServiceNow, synthesize CX metrics into improvements, and lead cross-team collaboration while operating in a remote, distributed