Remote Senior Cloud Contact Center & AI Consultant

Zoom; Saint Paul (MN); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a Senior Managed Services Architect to own the technical relationship for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive ongoing optimization, handle escalations, and partner with Engineering, Product, and Customer Success to deliver measurable value across channels.

You will lead technical reviews, bot design and API integrations with Salesforce/ServiceNow, and translate analytics into improvements while collaborating with

Qualifications

• 5+ years of hands-on cloud contact center experience, Zoom Contact Center preferred.
• Experience with conversational AI, bot design, and NLP tuning.
• Strong knowledge of ACD, IVR, routing and omnichannel engagement.
• REST APIs, OAuth 2.0, webhooks, and CRM/ITSM integrations (Salesforce, ServiceNow).

Responsibilities

• Own ongoing technical relationship for a portfolio of enterprise MSO accounts running Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, monthly and quarterly business reviews, and ad-hoc technical sessions with customer stakeholders.
• Execute day‑two configurations including flow updates, queue management, skill‑based routing, IVR modifications, and Zoom Virtual Agent conversation design changes across voice, chat, video, and SMS channels.
• Design and refine Zoom Virtual Agent bots, including intent training, NLP tuning, API and webhook integrations with 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 with defined timelines and thorough root‑cause documentation.
• Advocate internally for customer needs, driving feature requests and maintaining awareness of platform releases and known issues that may affect customer environments.

Skills

Zoom Contact Center

Cloud contact center

Conversational AI

NLP configuration

API integrations

JavaScript

OAuth 2.0

REST APIs

Data-driven recommendations

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking a Senior Managed Services Architect to own the technical relationship for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive ongoing optimization, handle escalations, and partner with Engineering, Product, and Customer Success to deliver measurable value across channels.

You will lead technical reviews, bot design and API integrations with Salesforce/ServiceNow, and translate analytics into improvements while collaborating with