Senior Technical Consultant—Cloud Contact Center & AI (Remote)

Zoom; Concord (NH); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zoom is seeking a Senior Managed Services Engineer to own the ongoing technical relationship across a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configuration, optimization, and escalation, partnering with Engineering, Product, and Customer Success to deliver measurable value.

You will lead monthly reviews and technical sessions, design bot interactions, and integrate with Salesforce/ServiceNow, applying NLP and APIs to improve CX.

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms, with Zoom Contact Center strongly preferred; equivalent experience with Genesys, NICE, or Five9 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.

Responsibilities

• Own the ongoing technical relationship for a portfolio of enterprise MSO accounts running Zoom Contact Center and Zoom Virtual Agent, serving 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 with customer stakeholders, translating business objectives into actionable Zoom Contact Center and Zoom Virtual Agent strategies.
• Execute day-two configurations including flow updates, queue management, skill-based routing, IVR modifications, and Zoom Virtual Agent conversation design changes across voice, chat, video, and SMS engagement channels.
• Design and refine Zoom Virtual Agent bots, including intent training, NLP tuning, API and webhook integrations with platforms such as Salesforce and ServiceNow, and OAuth-based authentication flows.
• Analyze call analytics dashboards and CX metrics to identify trends, surface quality issues, and recommend data-driven improvements aligned to each customer’s business outcomes.
• Manage Tier 2/3 escalation triage for assigned accounts, coordinating with Zoom Support, Engineering, and Product teams to resolve critical incidents with defined timelines and thorough root-cause documentation.
• Advocate internally for customer needs, driving feature requests, escalating product gaps, and maintaining awareness of platform releases and known issues that may affect customer environments.
• Maintain detailed account documentation including meeting notes, configuration records, escalation logs, and runbooks, and contribute to team knowledge bases, playbooks, and AI-assisted automation tooling.
• Partner with TAMs, CSMs, and Account Executives to deliver a unified customer experience, and actively participate in MSO Ops Weekly, team standups, and cross-functional syncs.

Skills

Cloud contact center

Conversational AI

NLP configuration

REST APIs

OAuth 2.0

JavaScript

Salesforce integration

ServiceNow integration

Data analytics

Communication skills

Tools

Salesforce

ServiceNow

Python

Job description

Zoom is seeking a Senior Managed Services Engineer to own the ongoing technical relationship across a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will drive configuration, optimization, and escalation, partnering with Engineering, Product, and Customer Success to deliver measurable value.

You will lead monthly reviews and technical sessions, design bot interactions, and integrate with Salesforce/ServiceNow, applying NLP and APIs to improve CX.