Contact Centre Consulting Solution Engineer

Employment Type: Full-time

Position Overview

Zoom is seeking to expand its global Contact Centre Solution Engineering team. If you have a passion for working with customers, experience in the Contact Centre industry, and thrive on diving into technology that powers better customer experiences, we encourage you to join us at Zoom!

About the Team

As a Contact Centre Consulting Solution Engineer at Zoom, you will be an expert in Zoom's Contact Centre capabilities, driving the technical aspects of CX sales cycles. You will collaborate with Zoom sales colleagues to help customers enhance their contact centres and contribute to Zoom's growth. This role offers an exciting opportunity to make a significant impact within a dynamic team for those passionate about enhancing customer experiences. Help shape Zoom's next billion-dollar business with us.

Responsibilities

• Act as the customer's trusted advisor throughout the pre-sales lifecycle, translating technical and business requirements into solutions.
• Develop trust with customer executives, leadership, and other stakeholders to ensure business outcome success.
• Serve as a customer-focused problem solver, understanding business objectives and creating innovative solutions to enable success.
• Partner with account teams to execute pre-sales activities, including opportunity qualification and discovery, demonstrations, product workshops, and proof of concepts.
• Engage with Zoom Contact Centre Product teams to drive customer feedback, expand product innovation, and strengthen market leadership.
• Understand industry regulatory requirements, customer security needs, and other compliance factors, translating them into actionable feature requests for Product Management.

What We’re Looking For

• Demonstrated ability to sell to a business buyer, with an understanding of the techniques required.
• Solid business and technical acumen with demonstrated experience in Solutions Engineering.
• Proven industry experience in CCaaS and/or adjacent industries such as Conversational AI, Workforce Management, and Quality Management.
• Experience integrating with CRM systems (Salesforce, Zendesk, etc.) and other third-party applications.
• Familiarity with creating and managing Web Services (REST APIs).
• Good understanding of the Contact Centre market and trends.
• Ability to work and communicate effectively with internal stakeholders.
• A self-starter with the capability to work in team-oriented environments.
• A true customer advocate and creative problem solver.
• Fluency in English.

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person, is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, please let us know—we’re here to support you at every step.