Technical Consultant

Zoom; Lansing (MI); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Hybrid work environment

Benefits package

Job summary

Zoom is looking for a seasoned professional to own the technical relationship across a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. You will lead strategic discussions, drive configurations, and shape bot design across voice, chat, and SMS channels.

You will analyze CX metrics, coordinate with engineering and product teams, and guide escalation management while maintaining thorough documentation and playbooks.

Qualifications

• 5+ years of hands-on cloud contact center experience, Zoom Contact Center preferred
• Conversational AI and virtual agent platform experience
• Strong knowledge of ACD, IVR/IVA, routing, WFM, omnichannel engagement
• REST APIs, OAuth 2.0, webhooks, CRM/ITSM integrations (Salesforce, ServiceNow)
• Data analytics and CX dashboard interpretation to drive improvements
• Excellent written and verbal communication in a remote, distributed environment
• Experience in managed services/TAM/CSM with account ownership is a plus

Responsibilities

• Own ongoing technical relationship for a portfolio of enterprise MSO accounts with Zoom Contact Center and Zoom Virtual Agent
• Lead recurring cadence calls, business reviews, and technical sessions with stakeholders
• Perform day-two configurations: flow updates, queue management, routing, and IVR changes
• Design and refine Zoom Virtual Agent bots and integrations (APIs, OAuth, NLP)
• Analyze call analytics and CX metrics to propose data-driven improvements
• Manage Tier 2/3 escalations with cross-functional teams and root-cause documentation
• Advocate for customer needs and track product gaps and releases
• Maintain account docs, runbooks, and contribute to knowledge bases and automation tooling
• Collaborate with TAMs/CSMs/AE to deliver a unified customer experience

Skills

Cloud contact center

Zoom Contact Center

Conversational AI

REST APIs/OAuth

CX dashboards

Communication skills

Remote work experience

Tools

Salesforce

ServiceNow

JavaScript

Python

Webhooks

Job description

Immigration sponsorship is not available for this position

What You Can Expect

You are the anchor of long‑term technical success for some of Zoom's most complex enterprise contact center deployments. You own the ongoing technical relationship across a portfolio of MSO accounts running Zoom Contact Center and Zoom Virtual Agent, driving continuous optimization, resolving escalations, and ensuring customers extract measurable value from the platform. You work at the intersection of customer advocacy, platform expertise, and operational excellence, partnering closely with Engineering, Product, and Customer Success to move quickly on what matters most. Candidates without hands‑on cloud contact center experience or conversational AI platform expertise will not be considered for this role.

About the Team

Zoom’s Managed Services Operations (MSO) team is the long‑term success engine for Zoom’s enterprise and premier contact center customers. We stay engaged after implementation, ensuring complex Zoom Contact Center and Zoom Virtual Agent environments remain optimized, resilient, and aligned to each customer’s evolving business goals. Our team operates at the intersection of product, engineering, and customer success, and our work directly shapes how enterprise organizations experience and grow with Zoom’s contact center platform.

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.

What We’re Looking For

• 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.
• Excellent communication skills across technical and executive audiences, with the ability to operate independently in a remote, distributed environment across time zones.
• Experience in a managed services, professional services, or TAM/CSM capacity with ongoing account ownership responsibility; scripting and automation skills (Python, JavaScript) and certifications in Zoom, CCNA Collaboration, or cloud contact center platforms are a plus.

Salary Range or On Target Earnings

Minimum:

Minimum

$97,600.00

Maximum

$225,700.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

Ways of WorkingOur structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In‑Person is indicated in the job description/posting.

BenefitsAs part of our award‑winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work‑life balance; and contribute to their community in meaningful ways. Click Learn (https://careers.zoom.us/benefits) for more information.

About UsZoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We’re problem‑solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth‑focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement (https://www.zoom.com/en/trust/candidate-privacy-statement/) for more information of how we use your data.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and an affirmative action employer. All your information will be kept confidential according to EEO guidelines