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.
Ways of Working
Our 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.
Benefits
As 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 for more information.
About Us
Zoomies 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.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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 for more information of how we use your data.
Sign in
To continue your applicationor continue with email
By continuing you agree to our Terms & Privacy Policy.
