Senior Contact Center Solutions Engineer (Remote)

Zoom

Denver (CO)

Hybrid

USD 131,000 - 262,000

Full time

3 days ago

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Job summary

Zoom is seeking a Contact Center Solutions Engineer in the United States to design, implement, and optimize contact center solutions for customers. You will act as a trusted advisor through pre-sales, translating technical and business requirements into effective solutions and collaborating with account teams for discovery, demos, and proofs of concepts.

The role requires a Bachelor’s in CS/IT or related field, 5+ years in customer-focused roles, and proven CCaaS experience with CRM

Qualifications

Bachelor's in Computer Science, Information Technology, or a related field.
5+ years of experience in customer-focused roles.
Demonstrated ability to sell to a business buyer and understand required techniques.
Strong business and technical acumen with experience in sales engineering.
Proven CCaaS experience and related industry exposure (AI, VAs, WFM, QM).
Experience integrating with CRMs (Salesforce, Zendesk, ServiceNow) and other third-party apps.
Understanding regulatory requirements and customer security considerations.
Strong understanding of the Contact Center market and trends; advocate for customer needs.
Self-starter capable of thriving in fast-paced, team-oriented environments.
Customer advocate and creative problem solver.

Responsibilities

Serve as the customer's trusted advisor throughout pre-sales lifecycle, translating requirements into solutions.
Design and implement contact center solutions to meet business needs.
Partner with account teams for discovery, product demos, RFPs, workshops, and proofs of concept.
Collaborate with stakeholders to gather requirements and provide technical expertise.
Optimize contact center technologies to improve efficiency and customer experience.
Troubleshoot and resolve technical issues related to contact center solutions.
Stay updated on industry trends and best practices in contact center solutions.
Demonstrate the Zoom solution and align it with customer business needs.