Technical Consultant

Immigration sponsorship is not available for this position

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.

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.

• 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 Service Now, 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.

• 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,…