Senior Cloud Contact Center Solutions Consultant

Zoom; Raleigh (NC); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a senior technical leader to manage the ongoing relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configurations, ensure optimization, and coordinate with cross-functional teams to deliver measurable value.

The role requires hands-on cloud contact center experience, deep knowledge of conversational AI, and strong data-driven decision-making. Hybrid/remote options are available across the US.

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms, with Zoom Contact Center preferred.

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts running Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls, monthly and quarterly business reviews with customer stakeholders.
• Execute day-two configurations including flow updates, queue management, skill-based routing, IVR modifications, and Zoom Virtual Agent design changes.
• Design and refine Zoom Virtual Agent bots, including intent training, NLP tuning, API integrations with Salesforce and ServiceNow.
• Analyze call analytics dashboards and CX metrics to identify trends and drive data-driven improvements.
• Manage Tier 2/3 escalation triage with Zoom Support, Engineering, and Product teams.
• Advocate for customer needs, track feature requests, and stay aligned with platform releases.
• Maintain account documentation and contribute to team knowledge bases and automation tooling.
• Partner with TAMs, CSMs, and Account Executives to deliver a unified customer experience.

Skills

Cloud contact center

Conversational AI

CX analytics

Technical communication

Remote work ability

Education

Certifications: Zoom / CCNA Collaboration / cloud CC platforms

Tools

Salesforce

ServiceNow

REST APIs

OAuth 2.0

Webhooks

JavaScript

Python

Job description

Zoom is seeking a senior technical leader to manage the ongoing relationship for enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configurations, ensure optimization, and coordinate with cross-functional teams to deliver measurable value.

The role requires hands-on cloud contact center experience, deep knowledge of conversational AI, and strong data-driven decision-making. Hybrid/remote options are available across the US.