Global Service Manager MSO

Global Service Manager MSO What you can expect As a ZCX Global Service Manager, you will collaborate closely with one of Zoom's largest customers. The GSM ensures the customers' success with Zoom products and services and delivers customer satisfaction and happiness. About the Team The GSM team plays a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated customer technical consultants. We provide our customers with valuable resources to enable them to succeed with our solutions; we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence. Responsibilities + Serving as the primary technical contact for managed clients, owning their Zoom environment, configurations, and overall system health. + Managing and troubleshoot complex Zoom Contact Center workflows, including call routing, IVR configurations, agent profiles, and queue management. + Using Zoom Dashboards and telemetry tools to identify and resolve potential issuesu2014such as audio/video quality degradation or intermittent call dropsu2014before they impact the clientu2019s business + Configuring and optimizing Zoom AI Companion and AI-powered support tools (like Zoom Virtual Agent) to align with specific client business needs and workflows. + Executing

Created: 2026-03-11