Senior Cloud Contact Center Consultant (Remote)

Zoom; Hartford (CT); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Hybrid/Remote work options

Benefits package

Job summary

Zoom's Managed Services Operations (MSO) team is looking for a senior technical partner to own the ongoing technical relationship for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configuration, optimization, and escalation management, translating business goals into actionable platform strategies.

You’ll design bot flows, integrate with Salesforce and ServiceNow via REST APIs and OAuth, analyze CX metrics, and collaborate with

Qualifications

• 5+ years hands-on experience with cloud contact center platforms, with Zoom Contact Center strongly preferred; equivalent experience accepted.
• Demonstrated 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 concepts, and omnichannel engagement.
• Working knowledge of REST APIs, OAuth 2.0, webhooks, JavaScript, and CRM/ITSM integrations including Salesforce and ServiceNow.
• Proficiency in call analytics interpretation and CX dashboard analysis, with the ability to translate data into clear, customer-facing recommendations.
• Excellent communication skills across technical and executive audiences, with the ability to operate independently in a remote, distributed environment across time zones.
• Experience in a managed services, professional services, or TAM/CSM capacity with ongoing account ownership responsibility; scripting and automation skills (Python, JavaScript) and certifications in Zoom, CCNA Collaboration, or cloud contact center platforms are a plus.

Responsibilities

• Own the ongoing technical relationship for enterprise MSO accounts running Zoom Contact Center and Zoom Virtual Agent; serve as the primary technical advisor across configuration, optimization, and escalation management.
• Lead recurring cadence calls, monthly and quarterly business reviews, and ad-hoc technical sessions translating business objectives into Zoom strategies.
• Execute day-two configurations including flow updates, queue management, skill-based routing, IVR modifications, and Zoom VA design changes across voice, chat, video, and SMS.
• Design and refine Zoom VA bots, including intent training, NLP tuning, API integrations with Salesforce and ServiceNow, and OAuth-based authentication flows.
• Analyze call analytics dashboards and CX metrics to identify trends and recommend data-driven improvements.
• Manage Tier 2/3 escalation triage, coordinating with Zoom Support, Engineering, and Product to resolve incidents and document root causes.
• Advocate for customer needs, escalate product gaps, and track platform releases and issues affecting environments.
• Maintain account documentation and contribute to playbooks and automation tooling.
• Partner with TAMs/CSMs/AREs to deliver a unified customer experience and participate in MSO Ops Weekly and cross-functional syncs.

Skills

Cloud contact center platforms

Conversational AI

Contact center fundamentals

APIs & integrations

CX dashboards & analytics

Clear communication

Scripting & automation (Python, Java/P

Certifications (Zoom, CCNA)

Tools

Salesforce

ServiceNow

Zoom Contact Center

Zoom Virtual Agent

Python

JavaScript

Job description

Zoom's Managed Services Operations (MSO) team is looking for a senior technical partner to own the ongoing technical relationship for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configuration, optimization, and escalation management, translating business goals into actionable platform strategies.

You’ll design bot flows, integrate with Salesforce and ServiceNow via REST APIs and OAuth, analyze CX metrics, and collaborate with