Contact Center Consulting Solutions Engineer
Zoom
Job Overview
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Job Description
What You Can Expect
You will guide enterprise customers through AI-first contact center transformations as their trusted technical advisor. You will design cloud migration strategies, demonstrate AI automation, and architect integrated solutions across CRM, workforce management, and analytics platforms. You will drive measurable business outcomes while shaping Zoom's next billion-dollar business.
About The Team
We deliver cloud contact center and AI innovation for complex global organizations. Our team collaborates across sales, product, and partners to influence roadmap and scale presales talent. We exist to transform customer and employee experiences through strategic technical leadership.
Responsibilities
- Leading discovery sessions, executive workshops, and technical demonstrations that translate business objectives into scalable customer experience architectures.
- Designing multi-vendor integrated solutions spanning CRM, AI virtual agents, workforce engagement, APIs, and cloud services.
- Guiding customers through complex migrations from on-premise to cloud while executing proofs of concept and architecture validations.
- Engaging with C-level executives and technical stakeholders to articulate business value, ROI, and transformation outcomes.
- Collaborating with product teams to drive customer feedback into roadmap priorities and enable partner ecosystems through technical training.
What We’re Looking For
- Demonstrate +5 years in Solutions Engineering, Presales, or Technical Consulting roles.
- Apply experience in Contact Center as a Service (CCaaS), Customer Experience (CX), AI, or Cloud Communications.
- Understand contact center ecosystems including CRM integrations (Salesforce, Zendesk), REST APIs, and system integrations.
- Discuss business outcomes, return on investment (ROI), total cost of ownership (TCO), and transformation strategy with executive stakeholders.
- Navigate Workforce Management (WFM), Quality Management (QM), and analytics platforms.
Key skills/competency
- Solutions Engineering
- Presales
- Technical Consulting
- CCaaS (Contact Center as a Service)
- AI Automation
- Cloud Communications
- CRM Integration
- APIs
- Workforce Management (WFM)
- Business Value Articulation
How to Get Hired at Zoom
- Research Zoom's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight experience in CCaaS, AI, cloud communications, and CRM integrations for this Contact Center Consulting Solutions Engineer role.
- Showcase technical expertise: Prepare to discuss complex cloud migrations, API integrations, and contact center ecosystem knowledge.
- Emphasize business impact: Demonstrate how you've articulated ROI, TCO, and transformation outcomes to executive stakeholders.
- Network strategically: Connect with current Zoom employees on LinkedIn to gain insights and potential referrals.
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