Global Workforce Engagement Management Specialist

What You Can Expect

Zoom is growing its global Contact Center Solution Engineering team and seeks a skilled Global Workforce Engagement Management Specialist. Expertise in Customer Experience, Workforce Management, and Quality Management is required. This pivotal global role focuses on enhancing employee engagement and transforming customer experiences through AI-driven innovations. The position involves showcasing Zoom’s native and integrated Workforce Engagement Management capabilities, emphasizing their ability to deliver measurable benefits to partners and customers worldwide.

About The Team

Reporting to the Head of Contact Center Solution Engineering, this role sits at the intersection of technology, customer success, and product innovation. You will collaborate closely with Product, Sales, and Customer Success Engineering (CSE) teams to showcase how Zoom’s WEM solutions enhance workforce performance, quality, and engagement. This is a strategic opportunity to influence Zoom’s CX ecosystem and help customers achieve operational excellence through intelligent workforce engagement.

Responsibilities

• Supporting Sales and CSE teams during the pre-sales cycle to demonstrate the value and differentiators of Zoom’s WEM solutions.
• Partnering with customers and Contact Center Solutions Engineers to understand requirements and identify how Zoom Workforce Engagement Management can exceed expectations.
• Collaborating with Product teams to share customer insights and drive innovation.
• Presenting and demonstrating WFM and QM solutions to customers, prospects, and partners.
• Leading technical talks and enablement sessions to highlight new innovations in the Workforce Engagement Management market.
• Serving as a trusted advisor on Zoom’s Workforce Engagement Management solutions for customers, prospects, and partners.
• Developing technical business plans to drive adoption and upsell opportunities for Zoom’s Workforce Engagement Management offerings.

What We’re Looking For

• 5+ years of experience in Workforce Engagement Management (WEM) using platforms such as Genesys, NICE, Verint, or Calabrio.
• Able to deliver engaging presentations and workshops to both technical and non-technical audiences.
• Demonstrate success influencing cross-functional stakeholders and leading without direct authority.
• Able business and technical acumen with expertise in Workforce Management, Quality Management, Reporting/Analytics, and AI.
• Demonstrate understanding of Workforce Engagement Management solutions, customer use cases, and strategies to drive stronger employee engagement.

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.

Key skills/competency

• Workforce Engagement Management (WEM)
• Customer Experience (CX)
• Workforce Management (WFM)
• Quality Management (QM)
• AI-driven Solutions
• Contact Center Solutions
• Sales Support
• Product Innovation
• Technical Presentations
• Stakeholder Influence