[Remote] Zoom Contact Center Project Engineer at Zoom

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SoftwareIndustries

Requirements

Advanced knowledge of UCaaS/CCaaS and/or Virtual Agent technologies, including AI-driven customer experience solutions
Minimum of 8 years of project engineering technical experience with Customer Experience solutions (Contact Center, Workforce Engagement, Virtual Agents)
Knowledge of SIP Protocol, RESTful APIs, WebRTC, and modern SSO/identity management technologies
Experience configuring SBCs, SIP trunks, voice gateways, and cloud telephony integrations
Experience with CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, Hubspot, Zendesk)
Experience with data analytics and reporting tools to measure contact center performance and customer experience metrics
Knowledge of compliance requirements and security best practices for contact center environments (GDPR, HIPAA, PCI-DSS)

Responsibilities

Designing, configuring and deploying Zoom Contact Center, WFM, QM, and AI solutions in customer environments
Leading high-complexity projects with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation
Delivering enterprise-level design and solutions, establishing technical standards and best practices for the team
Executing projects with full autonomy, demonstrating sound judgment when identifying and escalating risks or gaps to appropriate stakeholders
Staying updated on Zoom's rapid feature development across our delivered product set, translating new capabilities into high-value outcomes for customers
Creating comprehensive documentation for solutions, designs, and action items that serves as reference for customers and internal teams
Conducting discovery workshops and technical assessments to support Professional Services sales and scoping activities for services
Serving as a technical liaison between customers, product teams, and support organizations to ensure seamless implementation and knowledge transfer

Skills

UCaaS

CCaaS

Virtual Agent

Contact Center

Workforce Engagement Management

SIP Protocol

Project Engineering

Solution Design

Risk Management

Technical Assessment

Documentation

Zoom

Video conferencing and online meeting solutions

About Zoom

Zoom provides video conferencing and online meeting solutions that allow users to conduct virtual meetings, webinars, and collaborative sessions. Its main product is video conferencing software, which enables high-quality video and audio communication, along with features like screen sharing, group messaging, and virtual backgrounds. Zoom also offers specialized products for larger events, such as Zoom Webinars and Zoom Events. The company operates on a freemium model, providing basic services for free while charging for advanced features through subscription plans tailored for various users, including businesses, educational institutions, and healthcare providers. Zoom stands out from competitors due to its user-friendly interface, reliable performance, and scalability for different needs, making it a vital tool for remote work, online education, telehealth, and social interactions.

San Jose, CaliforniaHeadquarters

2013Year Founded

$144.5MTotal Funding

IPOCompany Stage

Enterprise Software, Education, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Hybrid Work Options

Flexible Work Hours

Stock Options

Company Equity

Paid Vacation

Paid Sick Leave

Risks

Increased competition from Microsoft Teams and Google Meet threatens Zoom's market share.

Privacy concerns and regulatory scrutiny could impact Zoom's operations and reputation.

Hybrid work models may reduce demand for virtual meetings, affecting Zoom's growth.

Differentiation

Zoom offers a user-friendly interface with reliable performance for virtual meetings.

The platform supports diverse needs, including remote work, education, and telehealth.

Zoom's freemium model attracts a wide range of users with scalable subscription options.

Upsides

Zoom integrates AI tools to enhance virtual meeting effectiveness and productivity.

The expansion of 5G networks improves Zoom's video conferencing quality and accessibility.

Zoom's secure, HIPAA-compliant solutions drive demand in the telehealth sector.

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