Global Partner Consulting Solution Engineer - CX

Position Overview

Zoom is seeking a talented Global Partner Consulting Solution Engineer with deep specialized experience in Customer Experience (CX) to join its Global Contact Center Solution Engineering team. This role is crucial for driving success through the global channel by working with partners and leveraging technology to enhance customer experiences within the Contact Center industry.

About the Team

The Channel Customer Experience Consulting Solution Engineers are experts in Zoom's Contact Experience capabilities. They are responsible for the technical onboarding, nurturing, and enablement of CX-specialized partners. As the Global Partner ZCX CSE, you will directly engage with partners and influence technical partner initiatives across various ZCX teams, helping partners elevate their contact centers and contributing to Zoom's growth.

Responsibilities

• Serve as the Global Solutions Engineering CX technical channel partner and trusted advisor.
• Align with global leadership and regional CX channel resources to define and execute strategic technical channel initiatives.
• Coordinate with global ZCX Solutions Engineering resources to ensure consistency and best practices in pre-sales enablement.
• Act as a global technical expert and go-to resource for Zoom's CX focus partners.
• Collaborate with the CoE and other Zoom teams to create compelling, globally leveraged content for partner upskilling in Zoom CX.
• Maintain relationships with top global CX partners and execute technical pre-sales training and ongoing enablement in collaboration with regional teams.
• Build trust with Partner Customer Experience teams, leadership, and key stakeholders.
• Develop technical business plans with focus CX Partners to drive Zoom CX adoption.
• Translate technical and business requirements into solutions for partners.
• Engage with ZCX Product teams internally to expand product innovation, adoption, and market leadership based on Partner feedback.

Requirements

• 10+ years of CX/Cloud CCaaS experience.
• 5+ years of Solution Engineering and Channel experience.
• Understanding of and experience in both North American and international markets.
• Capacity to travel globally as needed.
• Excellent presentation skills, with the ability to deliver engaging workshops and sessions to both technical and non-technical audiences.
• Demonstrated experience influencing cross-functional stakeholders and leading without direct reporting lines.
• Strong business and technical acumen within the CX industry, including:
  • Contact Center
  • Workforce Management
  • Workforce Engagement Management
  • Reporting/Analytics
  • Chatbot
  • Voicebots
  • AI
• Expert-level understanding of the Customer Experience market and trends.
• Advocacy for Channel-led partnership strategy and vision.
• Deep understanding of sell-through channel sales motions.
• Existing relationships and thorough understanding of the CX partner community is a significant plus.
• Experience implementing CX solutions is a plus.

Salary Information

• Salary Range: $146,000 - $319,400
• Note: Starting pay will be commensurate with qualifications and experience. Zoom has a Total Direct Compensation philosophy that includes base salary, bonus, and equity. Location-based compensation structures may apply.

Employment Type

• Full-time

Application Instructions

• Applications are open for at least 5 days.

Company Information

• Company: Zoom
• Focus: Growing its Global Contact Center Solution Engineering team.