Contact Center Consulting Solutions Engineer

Zoom is a company that focuses on building the best collaboration platform for enterprises. They are seeking a Contact Center Consulting Solutions Engineer to guide enterprise customers through AI-first contact center transformations and design cloud migration strategies while driving measurable business outcomes.

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
• 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 to support team and customer collaboration