Contact Center Solutions Engineer

What You Can Expect In this pivotal role, you will serve as a trusted technical advisor, guiding enterprise customers through transformative, AI-driven contact center solutions. You'll have the opportunity to develop cloud migration strategies, showcase AI automation capabilities, and architect cohesive solutions that integrate with CRM, workforce management, and analytics platforms. Your efforts will contribute to significant business outcomes while shaping the future of Zoom's growth. About the Team Our team is at the forefront of delivering cloud contact center and AI innovations for complex global organizations. We collaborate with sales, product teams, and partners to influence product roadmaps and enhance our presales expertise. Our mission is to improve both customer and employee experiences through strategic technical leadership. Responsibilities Conducting discovery sessions, engaging executive workshops, and delivering technical demonstrations that effectively translate business goals into scalable customer experience architectures. Designing integrated solutions that encompass multiple vendors, including CRM systems, AI virtual agents, workforce engagement tools, APIs, and cloud services. Leading customers through intricate migrations from on-premise solutions to cloud technologies, while executing proofs of concept and validating architecture. Interacting with C-level executives and technical stakeholders to clearly communicate the business value, ROI, and outcomes of their transformations. Working closely with product teams to bring customer feedback into the development process and supporting partner ecosystems through technical training. What We're Looking For Over 5 years of experience in Solutions Engineering, Presales, or Technical Consulting roles. Experience with Contact Center as a Service (CCaaS), Customer Experience (CX), AI, or Cloud Communications. A solid understanding of contact center ecosystems, including CRM integrations (such as Salesforce and Zendesk), REST APIs, and system integrations. Ability to discuss business outcomes, return on investment (ROI), total cost of ownership (TCO), and transformation strategy with executive stakeholders. Familiarity with Workforce Management (WFM), Quality Management (QM), and analytics platforms. Important Notes: This role may focus on specific segments based on our business needs, including Mid-Market, Commercial, Enterprise, or Major Accounts. The final alignment will be determined during the hiring process. Preference will be given to candidates who can work during standard business hours aligned with Pacific or Mountain time zones to support collaboration with customers and the team. Salary Information: The salary range for this position is between $131,200.00 and $262,400.00. This reflects our Total Direct Compensation philosophy, which includes base salary, bonus, and equity value. Starting pay will depend on various factors that align with your qualifications and experience. Work Style: Our structured hybrid model intertwines office work and remote flexibility. The working style for this role will be designated as Hybrid, Remote, or In-Person as stated in the job posting. About Zoom: At Zoom, we empower people to communicate effectively and achieve greater collaboration. Our industry-leading products like Zoom Contact Center, Zoom Phone, and Zoom Webinars are designed with user needs in mind. We cherish problem solvers who want to innovate and grow in a supportive environment. Our Commitment: We aim to support and empower our employees, fostering a culture of inclusivity. We uphold fair hiring practices to ensure every candidate is evaluated based on skills and experience. If you require accommodations during the hiring process due to a medical disability, please inform us, and we will support you. We believe in building a diverse team that reflects different backgrounds and experiences, and we are proud to be an equal opportunity workplace. Take your time with your application; we're looking for meaningful connections. We review applications continuously so you can apply when it suits you!

Created: 2026-03-10