Global AI Expert

Join Zoom's expanding Contact Center Solution Engineering team as a Global AI Expert, specializing in Customer Experience, Artificial Intelligence, and Virtual Agents. This role focuses on leveraging cutting-edge AI solutions to drive innovation and support our global growth. We seek professionals dedicated to developing AI systems with reasoning and decision-making capabilities to deliver impactful, scalable results. As part of our team, you will report to the Head of Contact Center Solution Engineering and be at the forefront of AI innovation, customer success, and solution engineering. Your collaboration with Product, Sales, Architects, and Customer Success Engineering teams will showcase how Zoom's AI solutions enhance customer experiences, automate processes, and create measurable business value. This is a strategic role that allows you to influence Zoom's CX AI ecosystem and help clients achieve operational excellence through intelligent AI engagement. Key Responsibilities Include: Engaging in CX AI architecture discussions and contributing to technical blueprints for agentic AI, virtual assistants, and intelligent workflows. Implementing best practices for personalizing customer journeys by analyzing customer behavior for hyper-personalized experiences. Working alongside Product, Architects, CSEs, and Sales teams to align AI technologies with customer experience strategies. Presenting and showcasing Zoom's AI solutions to highlight their impact on customer experiences. Collaborating with AI teams to deliver workshops, proofs of concept (POCs), and paid pilots that drive revenue growth. Acting as a trusted advisor on Zoom's Contact Center AI Solutions. Creating scalable models for AI-driven implementation and adoption in partnership with Product, Professional Services, and Partners. What We Are Looking For: 4+ years of experience in AI/ML architectures, CX Solutions Engineering, or technical pre-sales roles. Proven expertise in CX platforms, AI/ML (Agent Assist, Bots, Analytics), cloud services, and prompt engineering. Strong presentation skills to engage both technical and non-technical audiences. Experience in influencing cross-functional stakeholders and leadership without direct authority. Compensation: The salary range for this role is between $131,200.00 and $262,400.00. In addition to the base salary, Zoom offers a comprehensive compensation package that includes bonuses and equity. Note that starting pay will be determined based on several factors, including qualifications and experience. Work Environment: Zoom has a structured hybrid model that balances office and remote work. The specific work style for this role is indicated in the job description. Benefits: As part of our award-winning workplace culture, Zoom offers a variety of benefits to support physical, mental, emotional, and financial well-being, work-life balance, and community engagement. For more details, please refer to our benefits program. About Zoom: At Zoom, we believe in helping people stay connected to achieve more together. We aim to create the best collaboration platform for enterprises, allowing improved communication through various services like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We are problem-solvers working quickly to design solutions with our customers in mind. Join us to grow and enhance your skills in a collaborative, growth-focused environment. Our Commitment: At Zoom, we ensure great work happens when our employees feel supported and empowered. Committed to fair hiring practices, we evaluate every candidate based on their skills, experience, and potential. If you require accommodations during the hiring process, please inform us, and we will support you every step of the way. This role will remain open until 03/31/26.

Created: 2026-03-10