Senior Cloud Contact Center Architect & AI Automation

Zoom; Columbia (SC); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking an experienced senior professional to own the ongoing technical relationship for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent.

You will lead design, optimization, escalations, and cross-functional collaboration with Engineering, Product, and Customer Success to deliver measurable value and customer outcomes across cloud contact center environments.

Qualifications

• 5+ years in cloud contact centers; Zoom CC preferred.
• Experience with conversational AI and agent platforms.
• REST APIs, OAuth 2.0, webhooks, and CRM/ITSM integration knowledge.

Responsibilities

• Own ongoing technical relationship for MSO accounts with Zoom CC & VA.
• Lead cadence calls, business reviews with stakeholders.
• Configure day-two changes: routing, IVR, bot design.
• Design/ refine Zoom Virtual Agent bots; NLP tuning and API integrations.
• Analyze CX metrics and propose data-driven improvements.
• Coordinate with Support, Engineering, and Product on escalations.
• Maintain account docs and contribute to playbooks and automation.
• Partner with TAMs, CSMs, and AEs for unified experience.

Skills

Zoom Contact Center

Conversational AI

REST APIs

OAuth 2.0

JavaScript

Salesforce integration

ServiceNow integration

CX analytics

Tools

Salesforce

ServiceNow

Job description

Zoom is seeking an experienced senior professional to own the ongoing technical relationship for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent.

You will lead design, optimization, escalations, and cross-functional collaboration with Engineering, Product, and Customer Success to deliver measurable value and customer outcomes across cloud contact center environments.