Contact Center Solutions Engineer
Job Summary
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. This role drives measurable business outcomes while shaping Zoom's next generation of contact center innovations.
Responsibilities
- Lead discovery sessions and executive workshops
- Design multi-vendor integrated CRM and AI solutions
- Manage on-premise to cloud migrations
- Articulate business value and ROI to C-level stakeholders
- Collaborate with product teams on roadmap priorities
Required Skills
- 5+ years in Solutions Engineering or Presales
- Expertise in CCaaS, CX, and AI
- Experience with CRM integrations (Salesforce, Zendesk)
- Proficiency in REST APIs and cloud architecture
- Knowledge of WFM and QM platforms
Job Details
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.
Requirements:
- 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.
Additional Notes:
- This role may be aligned to one of the following segments based on business need and candidate experience: Mid-Market, Commercial, Enterprise, or Major Accounts.
- Preference will be given to candidates who reside in or are able to work standard business hours aligned to the Mountain (MST) or Pacific (PST) time zones.