Remote Enterprise Cloud Contact Center Consultant

Zoom; Madison (WI); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking an experienced technical leader to own ongoing relationships for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, resolve escalations, and align platform value with customer goals across multiple channels.

The role requires cloud contact center expertise, experience with conversational AI, and strong API integration skills, including Salesforce/ServiceNow, in a remote-friendly, hybrid environment.

Qualifications

• 5+ years hands-on experience with cloud contact center platforms, Zoom Contact Center preferred.
• Conversational AI and bot design, NLP configuration, and API integrations.
• Strong knowledge of ACD, IVR/IVA, routing, and omnichannel engagement.
• REST APIs, OAuth 2.0, webhooks, JavaScript, and CRM/ITSM integrations including Salesforce/ServiceNow.

Responsibilities

• Own the ongoing technical relationship for MSO accounts using Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, business reviews, and technical sessions with stakeholders.
• Execute day-two configurations across voice, chat, video, and SMS channels.
• Design and refine Zoom Virtual Agent bots with NLP tuning and API integrations.
• Analyze CX metrics to identify trends and recommend data-driven improvements.
• Triage Tier 2/3 escalations and coordinate with Support, Engineering, and Product.
• Maintain account documentation and contribute to knowledge bases and playbooks.
• Collaborate with TAMs, CSMs, and Account Executives for a unified customer experience.

Skills

Cloud contact center

Conversational AI

API integrations

REST APIs

OAuth 2.0

JavaScript

Salesforce

ServiceNow

Data analytics

Communication skills

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking an experienced technical leader to own ongoing relationships for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, resolve escalations, and align platform value with customer goals across multiple channels.

The role requires cloud contact center expertise, experience with conversational AI, and strong API integration skills, including Salesforce/ServiceNow, in a remote-friendly, hybrid environment.