Senior Enterprise Cloud Contact Center Engineer

Zoom; Santa Fe (NM); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom's Managed Services Operations (MSO) team seeks a seasoned Enterprise Technical Account Manager to own ongoing technical relationships for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent.

You will lead optimization, escalations, and data-driven improvements across multi-channel environments, collaborating with Engineering, Product, and Customer Success to deliver measurable value for large-scale customers.

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms; Zoom Contact Center strongly preferred.
• Demonstrated experience with conversational AI and virtual agent platforms; bot design and NLP configuration.
• Strong fundamentals in ACD, IVR/IVA, routing, and omnichannel engagement.
• Experience with REST APIs, OAuth 2.0, webhooks, JavaScript; CRM/ITSM integrations such as Salesforce and ServiceNow.

Responsibilities

• Own ongoing technical relationship for a portfolio of enterprise MSO accounts and advise on configuration and escalation.
• Lead recurring cadence calls, business reviews, and technical sessions with stakeholders to translate goals into Zoom strategies.
• Execute day-two configurations across voice, chat, video, and SMS channels; refine VC bot flows.
• Analyze CX dashboards to identify trends and propose data-driven improvements.
• Coordinate Tier 2/3 escalations with Support, Engineering, and Product; document root-cause and timelines.
• Advocate for customer needs and track feature requests; stay aligned with platform releases.

Skills

Cloud contact center

Conversational AI

NLP tuning

REST APIs

OAuth 2.0

JavaScript

Customer communication

Remote work

Tools

Salesforce

ServiceNow

Webhooks

CRM integrations

Job description

Zoom's Managed Services Operations (MSO) team seeks a seasoned Enterprise Technical Account Manager to own ongoing technical relationships for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent.

You will lead optimization, escalations, and data-driven improvements across multi-channel environments, collaborating with Engineering, Product, and Customer Success to deliver measurable value for large-scale customers.