Senior Cloud CCaaS & AI Technical Consultant

Zoom; Nashville (TN); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a Senior Managed Services Engineer to own the ongoing technical relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will lead technical sessions, implement configurations, and partner with Engineering, Product, and Customer Success to drive measurable value.

The role requires extensive cloud contact center experience and strong API integration skills, with remote-friendly, hybrid work options and a competitive compensation package.

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms, including Zoom Contact Center or equivalent (Genesys, NICE, Five9).
• Conversational AI experience with bot design, NLP, and API integrations.
• Strong knowledge of contact center fundamentals: IVR, ACD, routing, omnichannel engagement.
• REST APIs, OAuth 2.0, webhooks, JavaScript; CRM/ITSM integrations (Salesforce, ServiceNow).

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts.
• Lead recurring cadence calls and business reviews with customer stakeholders.
• Perform day-two configurations including flows, routing, and agent scripts.
• Design and refine Zoom Virtual Agent bots and NLP tuning.
• Analyze CX metrics to drive data-driven improvements.
• Coordinate escalation triage with Support, Engineering and Product.
• Advocate for customer needs and capture feature requests.
• Maintain detailed account documentation and runbooks.
• Collaborate with TAMs, CSMs, and Account Executives.

Skills

Cloud contact center

Conversational AI

API integrations

OAuth 2.0

JavaScript

Salesforce integration

ServiceNow integration

Python scripting

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking a Senior Managed Services Engineer to own the ongoing technical relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will lead technical sessions, implement configurations, and partner with Engineering, Product, and Customer Success to drive measurable value.

The role requires extensive cloud contact center experience and strong API integration skills, with remote-friendly, hybrid work options and a competitive compensation package.