Senior Cloud Contact Center Consultant - MSO (Remote)

Zoom

Providence (RI)

Hybrid

USD 98,000 - 226,000

Full time

7 days ago

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Job summary

Zoom is seeking a senior specialist to own the long-term technical relationship for MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive optimization, coordinate with Engineering/Product/CSM, and lead escalation management across multiple channels.

Ideal candidates bring 5+ years in cloud contact centers, strong AI/SDK experience, and a proven track record in data-driven CX improvements.

Qualifications

5+ years hands-on cloud contact center exp; Zoom Contact Center preferred; Genesys/NICE/Five9 acceptable.
Experience with conversational AI and virtual agent platforms; bot design and NLP.
Strong knowledge of ACD, IVR/IVA, skill-based routing, WFM, and omnichannel.
REST APIs, OAuth 2.0, webhooks, JavaScript; CRM/ITSM integrations (Salesforce, ServiceNow).
Proficient in call analytics and CX dashboards; translate data into recommendations.
Excellent communicator; able to work independently in a remote environment.
TAM/CSM or managed services background; scripting (Python/JavaScript); relevant certifications are a plus.

Responsibilities

Own ongoing technical relationship for MSO accounts with Zoom Contact Center and Zoom Virtual Agent.
Lead recurring cadence calls, business reviews, and technical sessions with stakeholders.
Execute day-two configurations: flow updates, queues, routing, IVR, and VAgent design changes.
Design/refine Zoom Virtual Agent bots, including NLP tuning and API integrations.
Analyze call analytics and CX metrics to identify trends and improvements.
Manage Tier 2/3 escalation triage with Support, Eng, and Product.