Senior Cloud Contact Center Consultant (Remote)

Zoom; Trenton (NJ); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking an experienced Senior Cloud Contact Center Architect for its Managed Services Operations team in the US. You will own the ongoing technical relationship across a portfolio of MSO accounts running Zoom Contact Center and Zoom Virtual Agent, driving optimization and ensuring measurable value.

You’ll collaborate with Engineering, Product, and Customer Success to translate objectives into actionable Zoom CC/VA strategies and lead technical sessions with customer stakeholders across

Qualifications

• 5+ years hands-on experience with cloud contact center platforms (Zoom Contact Center preferred).
• Conversational AI and virtual agent platforms experience including bot design, NLP, and API integrations.
• Strong contact center fundamentals: ACD, IVR/IVA, routing, WFM, omnichannel.
• REST APIs, OAuth 2.0, webhooks, JavaScript; CRM/ITSM integrations (Salesforce, ServiceNow).
• Proficient in call analytics interpretation and CX dashboards.

Responsibilities

• Own ongoing technical relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, reviews, and technical sessions with stakeholders.
• Execute day-two configurations: flow updates, queue management, routing, IVR, and VA design changes across channels.
• Design and refine Zoom Virtual Agent bots, including intents and NLP tuning.
• Coordinate with Support, Engineering, and Product for incident resolution with root-cause docs.
• Advocate customer needs, drive feature requests, and track platform releases.

Skills

Cloud contact center

Conversational AI

APIs (REST)

OAuth 2.0

Webhooks

JavaScript

Salesforce integration

ServiceNow integration

CX analytics

Communication

Remote work

TAM/CSM experience

Automation scripting

Zoom certifications

Job description

Zoom is seeking an experienced Senior Cloud Contact Center Architect for its Managed Services Operations team in the US. You will own the ongoing technical relationship across a portfolio of MSO accounts running Zoom Contact Center and Zoom Virtual Agent, driving optimization and ensuring measurable value.

You’ll collaborate with Engineering, Product, and Customer Success to translate objectives into actionable Zoom CC/VA strategies and lead technical sessions with customer stakeholders across