Senior UC/CC Technical Account Engineer

Zoom; Little Rock (AR); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer to join its Elite customer team. You will serve as the primary technical expert and escalation point for Zoom's most complex voice, video, and UC challenges, partnering with engineering, Client Services, and Sales to diagnose issues from first report through resolution.

The role requires deep VoIP expertise, advanced troubleshooting, and the ability to work across UC/CC environments, sometimes outside standard hours, in a structured

Qualifications

• 5+ years of customer-facing technical support experience at Tier 3 or equivalent.
• Deep expertise in VoIP protocols (SIP, H.323), IP phones, SBC, PBX, and SIP trunking.
• Advanced voice and video quality troubleshooting using packet captures and SIP traces.
• Familiar with IVR workflows, omnichannel UC/CC environments.
• Strong networking knowledge with relevant certifications (CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or Microsoft Certified).
• Ability to document technical guidance for customers (RFCs, product guides).
• Availability for after-hours and on-call.

Responsibilities

• Own end-to-end technical support for assigned Elite customers, from issue diagnosis through resolution and ticket closure.
• Troubleshoot complex voice, video, and UC issues using log analysis, packet captures, SIP traces, and Zoom proprietary tools.
• Collaborate with engineering, Client Services, Technical Account Management, and Sales to resolve escalated issues and restore service.
• Represent assigned customers in high-priority war rooms, coordinating cross-functional solutions under pressure.
• Build and maintain deep knowledge of Zoom's products, integrations, and the broader UC/CC landscape to guide customers effectively.

Skills

VoIP protocols

SIP trunking

Packet capture analysis

UC/CC environments

Technical documentation

On-call support

Strong networking

Tools

Wireshark

SIP traces

Job description

Zoom is seeking a Technical Account Engineer to join its Elite customer team. You will serve as the primary technical expert and escalation point for Zoom's most complex voice, video, and UC challenges, partnering with engineering, Client Services, and Sales to diagnose issues from first report through resolution.

The role requires deep VoIP expertise, advanced troubleshooting, and the ability to work across UC/CC environments, sometimes outside standard hours, in a structured