Contact Center Partner Solutions Engineer

Zoom enables individuals and businesses to connect, collaborate, and enhance experiences. They are seeking a Partner Solution Engineer with expertise in Customer Experience and contact centers to support partners in delivering AI-first customer engagement solutions. This role involves collaborating with channel partners to provide technical guidance and align business needs with practical designs across CX, AI, voice, and related platform capabilities.

Responsibilities:

• Acting as a pre-sales technical advisor to channel partners across North America and LATAM, with a focus on CX and contact solutions
• Building relationships with partner pre-sales teams, architects, practice leaders, and other key stakeholders
• Leading technical onboarding and enablement for partners building or expanding Zoom Customer Experience capabilities
• Delivering technical workshops, training sessions, demos, and ongoing enablement aligned to partner maturity and growth goals
• Collaborating with priority partners to build and execute technical plans that grow adoption, strengthen solution readiness, and expand their Zoom CX practice
• Translating partner business goals and technical requirements into scalable solution designs and recommended architectures
• Positioning AI as a core part of modern CX transformation, including self-service, agent assist, analytics, automation, and customer engagement workflows
• Collaborating with internal sales, product, partner, and specialist teams to share field feedback, address adoption blockers, and improve partner readiness

Requirements:

• Possess over 5 years of experience in solution engineering, sales engineering, or partner engineering within CX, CCaaS, or cloud contact center environments
• Demonstrate expertise in modern CX technologies, including contact center, workforce engagement, analytics, conversational AI, automation, and customer journey solutions
• Prioritize with channel partners on technical enablement, practice development, and solution strategy, including building and executing partner technical enablement or growth plans
• Have ability to position CX solutions within broader communications, collaboration, and AI platform conversations, with understanding of AI-driven trends shaping the CX and CCaaS market
• Prioritize presentation, communication, and relationship-building skills, with understanding of sell-through channel models and partner business structures
• Experience implementing, designing, or architecting CX solutions is a plus
• Spanish or Portuguese language skills are a plus
• Preference will be given to candidates who reside in or are able to work standard business hours aligned to the Mountain (MST) or Central (CST) time zones to support team and customer collaboration