Remote Enterprise Contact Center Tech Consultant

Zoom; Springfield (IL); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Benefits program

Job summary

Zoom is seeking a senior technical leader to own the ongoing relationship for a portfolio of enterprise MSO accounts, focusing on Zoom Contact Center and Zoom Virtual Agent. You will drive configuration, optimization, and escalation management across multiple channels, including voice, chat, video, and SMS.

You will coordinate with Engineering, Product, and Customer Success, lead recurring reviews, and translate business objectives into actionable Zoom strategies.

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms.
• Experience with conversational AI platforms and bot design.
• Strong knowledge of ACD, IVR/IVA, routing and omnichannel engagement.
• REST APIs, OAuth 2.0, webhooks, JavaScript, CRM/ITSM integrations.
• Proficiency in call analytics and CX dashboards; data-driven recommendations.
• Excellent communication in a remote, distributed environment across time zones.
• Experience in managed services or TAM/CSM roles; scripting in Python/JS; Zoom certifications a plus.

Responsibilities

• Own ongoing technical relationship for MSO accounts with Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, business reviews, and technical sessions with stakeholders.
• Execute day-two configurations including flows, queue management, routing, and IVR tweaks.
• Design and refine Zoom Virtual Agent bots, including NLP tuning and API integrations.
• Analyze CX metrics to identify trends and recommend improvements.
• Manage Tier 2/3 escalation triage with Support, Engineering, and Product.
• Advocate for customer needs and track product feedback and known issues.
• Maintain account documentation and contribute to playbooks and automation tooling.
• Collaborate with TAMs/CSMs/Account Execs for a unified customer experience.

Skills

cloud contact center

conversational AI

REST APIs

OAuth 2.0

JavaScript

Salesforce

ServiceNow

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking a senior technical leader to own the ongoing relationship for a portfolio of enterprise MSO accounts, focusing on Zoom Contact Center and Zoom Virtual Agent. You will drive configuration, optimization, and escalation management across multiple channels, including voice, chat, video, and SMS.

You will coordinate with Engineering, Product, and Customer Success, lead recurring reviews, and translate business objectives into actionable Zoom strategies.