Remote Tech Consultant — Zoom Contact Center & VA

Zoom; Des Moines (IA); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Benefits

Job summary

Zoom is seeking an experienced MSO Senior Specialist to own the ongoing technical relationship for a portfolio of 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.

You will collaborate with Engineering, Product, and Customer Success across multiple time zones in a remote or hybrid work model. Strong cloud contact center and AI platform expertise are required.

Qualifications

• Hands-on experience with cloud contact center platforms (Zoom Contact Center preferred)
• Experience with conversational AI, bot design and NLP configuration
• Knowledge of REST APIs, OAuth 2.0, webhooks, and CRM/ITSM integrations
• Excellent communication for remote, distributed teams

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts
• Lead recurring cadence calls and business reviews with customer stakeholders
• Execute day-two configurations including flow updates and routing changes across channels
• Design and refine Zoom Virtual Agent bots with API integrations and OAuth flows
• Analyze call analytics dashboards to identify trends and improvements
• Coordinate Tier 2/3 escalations with Support, Engineering and Product teams
• Maintain detailed account documentation and contribute to playbooks and automation tooling
• Collaborate with TAMs/CSMs/Account Executives to deliver a unified customer experience

Skills

Cloud contact center

Conversational AI

CRM/ITSM integrations

NLP configuration

JavaScript

Python

Data analysis

Remote collaboration

Tools

Salesforce

ServiceNow

OAuth 2.0

Job description

Zoom is seeking an experienced MSO Senior Specialist to own the ongoing technical relationship for a portfolio of 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.

You will collaborate with Engineering, Product, and Customer Success across multiple time zones in a remote or hybrid work model. Strong cloud contact center and AI platform expertise are required.