Senior Cloud Contact Center Architect — Remote

Zoom; Jefferson City (MO); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom seeks a senior MSO specialist to own the ongoing technical relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configurations, escalations, and cross-functional alignment with Engineering, Product, and Customer Success to deliver measurable value.

You will lead analytics, design bot flows, and coordinate with Support and Sales teams while maintaining thorough runbooks and documentation across time zones.

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms, with 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, and omnichannel engagement.
• REST APIs, OAuth 2.0, webhooks; CRM/ITSM integrations including Salesforce and ServiceNow.
• Ability to translate data into actionable CX recommendations and present to executives.

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts with Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, business reviews, and technical sessions with stakeholders.
• Execute post-implementation configurations including flow updates, routing, and IVR changes.
• Design and refine Zoom Virtual Agent bots with NLP tuning and API integrations.
• Analyze CX metrics to identify trends and drive data-driven improvements.
• Coordinate Tier 2/3 escalations with Support, Engineering, and Product with root-cause docs.
• Maintain account documentation and contribute to playbooks and automation tooling.
• Collaborate with TAMs, CSMs, and AEs to deliver a unified customer experience.

Skills

Cloud contact center experience

Conversational AI

REST APIs / OAuth

Data analytics / CX dashboards

Communication skills

Remote collaboration

Tools

Salesforce

ServiceNow

Python

JavaScript

OAuth 2.0

Job description

Zoom seeks a senior MSO specialist to own the ongoing technical relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configurations, escalations, and cross-functional alignment with Engineering, Product, and Customer Success to deliver measurable value.

You will lead analytics, design bot flows, and coordinate with Support and Sales teams while maintaining thorough runbooks and documentation across time zones.