Senior Cloud Contact Center & AI Specialist (Remote)

Zoom; San Jose (CA); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking an experienced technical leader to own the ongoing relationship for enterprise MSO accounts leveraging Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, handle escalations, and ensure customers realize measurable value from the platform.

The role requires hands-on cloud contact center experience, familiarity with API integrations (Salesforce, ServiceNow), and the ability to work across time zones in a hybrid environment.

Qualifications

• 5+ years hands-on with cloud contact center platforms, Zoom Contact Center preferred
• Experience with conversational AI and virtual agent platforms including bot design and NLP configuration
• Strong knowledge of ACD, IVR/IVA, routing, WFM, omnichannel engagement

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent
• Lead recurring cadence calls, business reviews, and technical sessions translating objectives into Zoom strategies
• Perform day-two configurations including flow updates, queue management, and skill-based routing across channels
• Design and refine Zoom Virtual Agent bots, including intent training and API integrations
• Analyze call analytics dashboards to identify trends and drive data-driven improvements
• Coordinate escalation triage across Support, Engineering, and Product with defined timelines
• Advocate for customer needs and track platform release impacts
• Maintain account documentation and contribute to playbooks and automation tooling
• Collaborate with TAMs/CSMs/Account Executives to deliver a unified customer experience

Skills

Zoom Contact Center

Conversational AI

REST APIs

OAuth 2.0

JavaScript

CRM/ITSM integrations

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking an experienced technical leader to own the ongoing relationship for enterprise MSO accounts leveraging Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, handle escalations, and ensure customers realize measurable value from the platform.

The role requires hands-on cloud contact center experience, familiarity with API integrations (Salesforce, ServiceNow), and the ability to work across time zones in a hybrid environment.