Partner Solution Engineer - Zoom Virtual Agent

Zoom Communications is seeking a ZVA Partner Solution Engineer to lead technical enablement for Zoom Virtual Agent across its partner ecosystem. The role involves equipping partners to design and deploy Zoom Virtual Agent solutions, creating partner-facing technical content, and acting as a subject-matter expert in AI-powered solutions.

Responsibilities:

• Own technical enablement for Zoom Virtual Agent within the Zoom partner community
• Create and maintain partner-facing technical content, including:
• Solution guides and reference architectures
• Demo flows and lab exercises
• Deployment best practices and design patterns
• Troubleshooting and escalation playbooks
• Translate GenAI concepts into clear, repeatable partner guidance aligned to Zoom’s roadmap
• Continuously evolve enablement content as ZVA and underlying AI capabilities advance
• Act as a subject-matter expert for Zoom Virtual Agent within Zoom Customer Experience
• Design and document AI-powered solutions using:
• Conversational AI and virtual agents
• RAG-based knowledge grounding
• Agent handoff, escalation, and orchestration patterns
• Clearly articulate how ZVA works, where it adds value, and how it integrates into broader CX workflows
• Guide partners on responsible AI usage, data handling, and governance in ZVA deployments
• Serve as a trusted technical advisor to Zoom CX and AI-focused partners
• Lead partner workshops, deep dives, office hours, and bootcamps focused on ZVA
• Support partner pre-sales efforts through architecture validation, demos, and solution design
• Enable partners to independently deliver ZVA projects with minimal Zoom dependency
• Maintain strong awareness of AI trends in CX, including virtual agents, agent assist, and automation
• Help partners understand where ZVA fits and wins in competitive CX conversations
• Provide field feedback to Zoom Product and Enablement teams to influence roadmap and positioning

Requirements:

• 4+ years of experience in technical pre-sales, solutions engineering, or AI consulting role for SaaS/AI products
• Strong understanding of GenAI concepts (LLMs, RAG, agentic AI) and how to embed AI in business workflows
• Have good prompt engineering skills and knowledge, understanding how different frontier models behave
• Working knowledge of RESTful API integration principles, including authentication methods, JSON payloads and common integration patterns
• Strong verbal and communication skills and be comfortable in creating and delivering technical presentations and product demonstrations
• A passion for enabling partner success through technical excellence, empowering partners with the knowledge, tools, and confidence to effectively position, sell, and deploy our solutions
• The candidate should have experience in supporting or enabling technology partners through technical documentation, solution guide, or reference architectures
• Hands-on experience implementing generative AI solutions using platforms such as OpenAI, Azure OpenAI, Google or Similar providers
• Experience integrating AI into enterprise platforms such as contact center systems, CRM platforms, or workflow automation solutions
• Prior experience supporting contact center use cases such as virtual agents, chatbots, agent assist, or conversational AI solutions is strongly preferred
• Experience with advanced AI implementation techniques such as prompt orchestration, embedding optimization, re-ranking, or agent-based workflows is considered a plus
• Software engineering experience with focus on API/SDK development
• Previous experience with Zoom Customer Experience or Zoom Contact Center is a strong advantage but not required
• Familiarity with data privacy, security, and governance considerations related to AI systems is desirable