Remote Enterprise Contact Center Solutions Architect

Zoom; Overland Park (KS); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking an experienced Managed Services Operations (MSO) Engineer to own the ongoing technical relationship for enterprise accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, manage escalations, and ensure customers extract measurable value from the platform while partnering with Engineering, Product, and Customer Success.

Candidates should have hands-on cloud contact center experience, strong API skills, and comfort working remotely across time zones

Qualifications

• 5+ years hands-on with cloud contact center platforms, Zoom Contact Center preferred.
• Experience with conversational AI and virtual agent platforms.
• Strong knowledge of contact center fundamentals: ACD, IVR/IVA, routing, omnichannel.
• REST APIs, OAuth 2.0, webhooks; CRM/ITSM integrations including Salesforce and ServiceNow.
• Ability to interpret call analytics and provide customer-facing recommendations.
• Excellent communication across technical and executive audiences; remote work capability.
• Experience in managed services TAM/CSM roles; scripting/automation skills; relevant certifications.

Responsibilities

• Own ongoing technical relationship for enterprise MSO accounts on Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, business reviews, and technical sessions with stakeholders.
• Execute day-two configurations: flow updates, queue management, routing, IVR changes.
• Design/refine Zoom Virtual Agent bots with NLP tuning and API integrations.
• Analyze CX metrics and surface data-driven improvements aligned to business outcomes.
• Triage Tier 2/3 escalations with Support, Engineering, and Product; document root cause.
• Advocate for customer needs; track feature requests and product gaps; monitor releases.
• Maintain account documentation and contribute to playbooks and automation tooling.
• Collaborate with TAMs/CSMs/AE to deliver unified customer experience; participate in MSO ops.

Skills

Cloud contact center

Conversational AI

ACD/IVR/omnichannel

REST APIs OAuth 2.0

Call analytics

Communication skills

Managed services TAM/CSM

Python/JavaScript scripting

Certifications (Zoom/CCNA)

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking an experienced Managed Services Operations (MSO) Engineer to own the ongoing technical relationship for enterprise accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, manage escalations, and ensure customers extract measurable value from the platform while partnering with Engineering, Product, and Customer Success.

Candidates should have hands-on cloud contact center experience, strong API skills, and comfort working remotely across time zones