Senior Cloud CCaaS Consultant — Remote

Zoom; Baton Rouge (LA); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a seasoned professional to own the long-term technical relationship for a portfolio of enterprise MSO accounts utilizing 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 to move quickly on critical priorities, and guide day-two configurations, bot design, and integrations with Salesforce and ServiceNow.

Qualifications

• 5+ years hands-on experience with cloud contact center platforms, with Zoom Contact Center preferred; equivalent experience with Genesys, NICE, or Five9 accepted.
• Experience with conversational AI and virtual agent platforms including bot design, intent management, NLP configuration, and API integrations.
• Strong command of contact center fundamentals: ACD, IVR/IVA, skill-based routing, workforce management, omnichannel engagement.

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts running Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, monthly/quarterly business reviews, and ad-hoc technical sessions with customer stakeholders.
• Execute day-two configurations including flow updates, queue management, skill-based routing, IVR changes across voice, chat, video, and SMS.
• Design and refine Zoom Virtual Agent bots, including intent training and API/webhook integrations.
• Analyze call analytics dashboards and CX metrics to identify trends and improvements.
• Manage Tier 2/3 escalation triage coordinating with Zoom Support, Engineering, and Product.

Skills

cloud contact center

conversational AI

REST APIs

OAuth 2.0

webhooks

JavaScript

Salesforce integration

ServiceNow integration

data-driven CX analysis

remote work

Tools

Salesforce

ServiceNow

CRM/ITSM integrations

NLP tooling

Job description

Zoom is seeking a seasoned professional to own the long-term technical relationship for a portfolio of enterprise MSO accounts utilizing 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 to move quickly on critical priorities, and guide day-two configurations, bot design, and integrations with Salesforce and ServiceNow.