Technical Consultant
Job Summary
Owning the ongoing technical relationship for a portfolio of enterprise accounts, the full-time Technical Consultant will drive optimization and resolve escalations for Zoom Contact Center and Zoom Virtual Agent, working remotely to ensure customers achieve measurable value from the platform.
Key responsibilities
- Serve as the primary technical advisor for enterprise accounts, managing configuration, optimization, and escalation processes
- Lead technical sessions and business reviews, translating customer objectives into actionable strategies for Zoom's contact center solutions
- Analyze call analytics and CX metrics to identify trends and recommend improvements aligned with customer business outcomes
Required qualifications
- 5+ years of hands-on experience with cloud contact center platforms, preferably Zoom Contact Center
- Demonstrated experience with conversational AI and virtual agent platforms, including bot design and API integrations
- Strong understanding of contact center fundamentals such as ACD, IVR, and omnichannel engagement
- Working knowledge of REST APIs, OAuth 2.0, and CRM/ITSM integrations like Salesforce and ServiceNow
- Experience in a managed services or professional services capacity with ongoing account ownership responsibility
Complete Job Description
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